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The Effortless Experience: Conquering the New Battleground for Customer Loyalty


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#77261 in eBooks 2013-09-12 2013-09-12File Name: B00C5R73I87 of 7 people found the following review helpful. Resonates in our environment just as The Challenger Sale did!By JoannMy copy of the book arrived on Friday night after a long work week, I picked it up and like The Challenger Sale, I just kept reading ... so many insights backed by exhaustive research. The book uses many B2C examples which I still found applicable to my B2B environment. The idea of minimizing customer effort in resolving issues applies to all environments -- contact center,ldquo;This is what every business book should be like: stuffed with practical advice, wellsupportednbsp;by research, and written to keep you eagerly flipping the pages.rdquo;mdash;DAN HEATH, coauthor of Decisive, Switch, and Made to Stick, from the forewordldquo;Most current customer support and cuEveryone knows that the bestnbsp;way to create customer loyalty isnbsp;with service so good, so over thenbsp;top, that it surprises and delights.nbsp;But what if everyone is wrong?nbsp; In their acclaimed bestseller The Challenger Sale,nbsp;Matthew Dixon and his colleagues at CEB bustednbsp;many longstanding myths about sales. Now theyrsquo;venbsp;turned their research and analysis to a new vitalnbsp;business subjectmdash;customer loyaltymdash;with a new book that turns the conventional wisdom o...

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