The Effortless Experience: Conquering the New Battleground for Customer Loyalty

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The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon

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Publisher: Portfolio

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The following ISBNs are associated with this title:

ISBN - 10: 1591845815

ISBN - 13: 9781591845812

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Item is in good condition. May include some wear and creases on the cover. Fast shipping. Free delivery confirmation with every order. This is an advance reader copy.

From the Publisher

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?

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. 

The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Used books: 19 more copies of this item are available

The Effortless Experience

The Effortless Experience

by Matthew Dixon

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Penguin Group

Seller Comments:

New, Publisher overstock, may have small remainder mark. Excellent condition, never read, purchased from publisher as excess inventory.

$11.33

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Rick Nick; Delisi Matthew; Toman Dixon

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Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

1591845815 Fast Shipping! Publisher's overstock.

$12.43

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Rick Nick; Delisi Matthew; Toman Dixon

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

1591845815 Publisher's overstock.

$12.43

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon Nick Toman Rick Delisi

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Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, and may not include cd-rom or access codes. Customer service is our top priority!

$12.98

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon Nick Toman Rick Delisi

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, and may not include cd-rom or access codes. Customer service is our top priority!

$13.00

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon Nick Toman Rick Delisi

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, and may not include cd-rom or access codes. Customer service is our top priority!

$13.53

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon

Availability: Ships within 1 week

Condition:

Format: Hard cover

Publisher: Portfolio

Seller Comments:

Glued binding. Paper over boards. With dust jacket. 237 p. Contains: Figures.

$14.41

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Rick Nick; Delisi Matthew; Toman Dixon

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

1591845815 Fast Shipping! Publisher's overstock.

$14.64

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon Nick Toman Rick Delisi

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, and may not include cd-rom or access codes. Customer service is our top priority!

$17.94

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon Nick Toman Rick Delisi

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, and may not include cd-rom or access codes. Customer service is our top priority!

$17.94

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon Nick Toman Rick Delisi

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, and may not include cd-rom or access codes. Customer service is our top priority!

$17.94

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon Nick Toman Rick Delisi

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Connecting readers with great books since 1972. Used books may not include companion materials, some shelf wear, may contain highlighting/notes, and may not include cd-rom or access codes. Customer service is our top priority!

$21.24

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Rick Nick; Delisi Matthew; Toman Dixon

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Condition:

Format: Softcover

Publisher: Portfolio Hardcover

Seller Comments:

Softcover Advanced Reading Copy. Softcover pre-release first edition. These are collectible and may increase in value. Artwork is black and white and some may be missing. Copy not final, some typos.

$21.39

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon

Availability: Ships within 1 week

Condition:

Format: Hard cover

Publisher: Portfolio

Seller Comments:

100% Money Back Guarantee. Brand New, Perfect Condition. We offer expedited shipping to all US locations. Over 3, 000, 000 happy customers. Glued binding. Paper over boards. With dust jacket. 237 p. Contains: Figures.

$28.79

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon

Availability: Ships within 1 week

Condition:

Format: Hard cover

Publisher: Portfolio

Seller Comments:

100% Money Back Guarantee. Brand New, Perfect Condition. We offer expedited shipping to all US locations. Over 3, 000, 000 happy customers. Glued binding. Paper over boards. With dust jacket. 237 p. Contains: Figures.

$28.79

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Rick Nick; Delisi Matthew; Toman Dixon

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

Good Customer Service. Will Package Well.

$33.37

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Matthew Dixon

Availability: Ships within 1 week

Condition:

Format: Hard cover

Publisher: Portfolio

Seller Comments:

Glued binding. Paper over boards. With dust jacket. 237 p. Contains: Figures.

$34.44

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

The Effortless Experience: Conquering the New Battleground for Customer Loyalty

by Rick Nick; Delisi Matthew; Toman Dixon

Availability: Ships within 1 week

Condition:

Format: Hardcover

Publisher: Portfolio Hardcover

Seller Comments:

1591845815 Special order direct from the distributor.

$36.33

The Effortless Experience

The Effortless Experience

by Rick Nick/ Delisi Matthew/ Toman Dixon

Availability: Ships within 1 week

Condition:

Format: HARDCOVER

Publisher: Penguin Group USA

Seller Comments:

BRAND NEW BOOK! Shipped within 24-48 hours. Normal delivery time is 5-12 days.

$42.85

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