The effortless experience : conquering the new battleground for customer loyalty /
This book turns the conventional wisdom about customer loyalty on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely question it. But CEB's research proves that the "dazzle factor" simply doesn't predic...
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| Other Authors: | , |
| Format: | Book |
| Language: | English |
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New York :
Portfolio/Penguin,
[2013]
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| Subjects: |
Table of Contents:
- Blinded by delight
- The new battleground for customer loyalty
- Why your customers don't want to talk to you
- The worst question a service rep can ask
- Just because there's nothing you can do doesn't mean there's nothing you can do
- To get control, you have to give control
- The disloyalty detector : customer effort score v2.0
- Making low effort stick
- Effort beyond the contact center.