- Taschenbuch: 256 Seiten
- Verlag: Portfolio Penguin (26. September 2013)
- Sprache: Englisch
- ISBN-10: 024100330X
- ISBN-13: 978-0241003305
- Größe und/oder Gewicht: 15,3 x 1,8 x 23,4 cm
- Durchschnittliche Kundenbewertung: 1 Kundenrezension
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The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Englisch) Taschenbuch – 26. September 2013
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"This is what every business book should be like: stuffed with practical advice, wellsupported by research, and written to keep you eagerly flipping the pages." --DAN HEATH, coauthor of" Decisive, Switch, and Made to Stick," from the foreword "Most current customer support and customer experience improvement programs are merely replays of age-old concepts with some new terminology thrown in. The customer effort research and approach recounted here is different. It is truly the first really novel idea that I've heard--and implemented--in a long time. This is an approach that drives innovative, significant improvement within my teams . . . actions grounded in solid data . . . actions that yield measurable, customer-visible results that we just couldn't achieve via other means. It really has changed the way I think about the support my team delivers." --DAN ROURKE, director of software support, HomeAway, Inc. "A must-have for any true customer experience leader's library. Matt, Nick, and Rick are the 'MythBusters' of customer experience, dispelling many commonly held but inaccurate beliefs around the drivers of disloyalty and delight and what will really drive true value to your business." --LYNN HOLMGREN, vice president, customer experience strategy, Frontier Communications "If you are looking for one resource to keep on your desk that will bring you back to the right focus for delivering a better customer service, this is that resource." --CHRIS HALE, vice president, reservation services, Hyatt "Every business is looking for the secret to creating loyal customers. This book not only builds a compelling case for effortless customer experiences being the key to loyalty, but also provides a clear road map for any business to achieve that goal. It's a must-read!" --DEB OLER, vice president and general manager, Grainger Brand, W. W. Grainger "What's brilliant about "The Effortless Experience "is its pragmatism, illustrated by the observation that w
Über den Autor und weitere Mitwirkende
Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller.
Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review.
Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.
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Peter Smith, Author, Hiring Squirrels
It has the reasons (and research data) on why we walk away from an interaction with a good or bad feeling and what companies can do to get more "good". All the while creating a more positive work culture with better equipped, longer tenured employees.
At the same time, we are trying to make our customer service organizations as cost effective and efficient as possible. So our customer service strategies are constrained, rightfully so, by our business strategies.
But is this really the right problem to be solving? Is this what customers really want. Yes, they absolutely want to be treated well, by skilled and polite people. But more then anything else, they want their problem solved---as quickly and effortlessly as possible.
And that's where we go wrong in so many cases. We are solving for the wrong problem. If we started focusing on effortless customer service experience, we would probably change everything we do. We would possibly reduce the cost of service delivery, more effectively drive customer loyalty, and so on.
This book turns much of our traditional thinking about customer service upside down. It provides data challenging old thoughts about a "delighted customer" is a loyal customer--both spending more and recommending you more.
This is a must read and think book for anyone in Customer Service. It's a must read book for every sales and marketing executive. It should stimulate everyone to question their assumptions, reframing what they do to create effortless experiences.
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