The Effortless Experience: Conquering the New Battleground for Customer Loyalty

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Portfolio Penguin, 2013 - Consumer satisfaction - 237 pages
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Conventional Wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. But no matter how exciting special deals may be, the "dazzle factor" does not solve customer problems.This book presents a breakthrough idea about how to win customer loyalty.

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About the author (2013)

MATTHEW DIXON is executive director of the Sales & Service Practice of CEB. He is a frequent contributor to "Harvard Business ""Review," and his previous book, "The Challenger ""Sale," was a "Wall Street Journal" bestseller and won acclaim as "the most important advance in selling for many years" (Neil Rackham) and "the beginning of a wave that will take over a lot of selling organizations in the next decade" ("Business Insider").
NICK TOMAN is senior director of research for CEB's Sales & Service Practice and is a frequent contributor to "Harvard Business Review."
RICK DELISI is senior director of advisory services for CEB's Sales & Service Practice and a noted public speaker and facilitator.
CEB is the leading member-based advisory company. By combining the best practices of thousands of member companies with its advanced research methodologies and human capital analytics, CEB equips senior leaders and their teams with insight and actionable solutions to transform operations.

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