Name: The Effortless Experience: Conquering the new Battleground for Customer Loyalty (en Inglés)
Price: 99559.00 COP
Availability: InStock
Author: Matthew Dixon
ISBN: 9781591845812

Formato

Libro Físico

Autor

Editorial

Año

2013

Idioma

Inglés

N° páginas

256

Encuadernación

Tapa Dura

Dimensiones

23.5 x 16.2 x 2.3 cm

Peso

0.44 kg.

ISBN13

9781591845812

Categorías

Economía conductista/conductual
Márquetin directo/telemárquetin
Atención al cliente

The Effortless Experience: Conquering the new Battleground for Customer Loyalty (en Inglés)

Matthew Dixon (Autor) · Nick Toman (Autor) · Rick Delisi (Autor) · Portfolio · Tapa Dura

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Reseña del libro "The Effortless Experience: Conquering the new Battleground for Customer Loyalty (en Inglés)"

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.

Matthew Dixon

(Autor)

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Matthew Dixon es un reconocido experto en ventas, servicio al cliente y experiencia del cliente. Es coautor de El vendedor desafiante (The Challenger Sale, 2011), obra que revolucionó las técnicas de ventas B2B al identificar que los vendedores más exitosos son aquellos que desafían y educan a sus clientes. También ha coescrito La experiencia sin esfuerzo (The Effortless Experience, 2013), El cliente desafiante (The Challenger Customer, 2015) y El efecto JOLT (The JOLT Effect, 2022), centrados en mejorar la lealtad del cliente y superar la indecisión en las ventas.

Dixon es cofundador de DCM Insights, una consultora especializada en comprensión del cliente. Posee un doctorado en economía política por la Universidad de Pittsburgh y ha ocupado cargos ejecutivos en empresas como Tethr y Korn Ferry Hay Group. Sus investigaciones han sido publicadas en más de veinte ocasiones en la revista Harvard Business Review, abordando temas clave en ventas y servicio al cliente.

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