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The Effortless Experience
Author: Matthew Dixon

ISBN: 9781591845812
Format: Hardcover
Number Of Pages: 237
Published: 12 September 2013
Country of Publication: US
Dimensions (cm): 22.86 x 15.24 x 2.54
Description:
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 i...

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