e-branch
Login
My List - 0
Help
Home
My Account/Renew Loans
Community Info
KidSearch
New Catalogue!
Search
Advanced
By Format
By Number
My Searches
Can't Find it?
Find Magazine Articles & more
Problems?
Search:
Title Starts with...
Title Keyword(s)
Author/Performer/Name (Last,First)
Author/Performer/Name Keyword(s)
Subject Starts with...
Subject Keyword(s)
Series Starts with...
Series Keyword(s)
Anyword/Anywhere
List Name Keyword(s)
Refine Search
> You're searching:
Halifax Public Libraries
Item Information
Copy / Holding Information
Table of Contents
More Content
More by this author
Dixon, Matthew, 1972-
Subjects
Customer loyalty.
Customer relations.
Browse Catalog
by author:
Dixon, Matthew, 1972-
by title:
The effortless exper...
by call number:
658.812 D621e
Search the Web
Dixon, Matthew, 1972-
Customer loyalty.
Customer relations.
MARC Display
The effortless experience : conquering the new battleground for customer loyalty / Matthew Dixon,
Nick
Toman
, and Rick DeLisi.
by
Dixon, Matthew, 1972-
Portfolio/Penguin, c2013.
Call #:
658.812 D621e
Subjects
Customer loyalty.
Customer relations.
ISBN:
9781591845812 (hc.)
1591845815 (hc.)
Description:
xiii, 237 p. : ill. ; 24 cm.
Bibliography:
Includes bibliographical references (p. 227-229) and index.
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.
Summary:
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject--customer loyalty--with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated--it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank--do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal--and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. -- Provided by publisher.
Other authors:
DeLisi, Rick.
Toman
,
Nick
.
Holds:
0
Copy/Holding information
Location
Collection
Call No.
Item type
Status
Halifax North Memorial Public Library
Adult Nonfiction
658.812 D621e
Adult books
Checked in
Add Copy to MyList
Horizon Information Portal 3.24_8902M
© 2001-2013
SirsiDynix
All rights reserved.