Descrição:
UsedGood. The book may have minor cosmetic wear (i.e. creased spine/cover, scratches, curled corners, folded pages, minor sunburn, minor water damage, minor bent). The book may have some highlights/notes/underlined pages - Accessories such as CD, codes, toys, may not be included - Safe and Secure Mailer - No Hassle Return
Foto de Stock: A capa pode ser diferente.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty Capa dura - 2013
por Matthew Dixon; Nick Toman; Rick Delisi
Resumo
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 subjectcustomer loyaltywith 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 overratedit 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.
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 overratedit 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 bankdo 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 loyaland 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.
Informações do editor
Detalhes
- Título The Effortless Experience: Conquering the New Battleground for Customer Loyalty
- Autor Matthew Dixon; Nick Toman; Rick Delisi
- Encadernação Capa dura
- Edição 8/13/13
- Páginas 256
- Volumes 1
- Idioma ENG
- Editorial Portfolio
- Data de publicação 2013-09-12
- Ilustrado Sim
- Features Bibliography, Dust Cover, Illustrated, Index, Price on Product - Canadian, Table of Contents
- ISBN 9781591845812 / 1591845815
- Peso 0.97 libras (0.44 kg)
- Dimensão 9.25 x 6.36 x 0.92 in. (23.50 x 16.15 x 2.34 cm)
- Época de 18 a UP anos
- séries 13 - UP
- Library of Congress subjects Customer relations, Customer loyalty
- Número da Biblioteca do Congresso dos Estados Unidos 2013017449
- Dewey Decimal Code 658.812
Revisões da mídia
Sobre o autor
Mais exemplares à venda
Foto de Stock: A capa pode ser diferente.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
por Add Dixon, Matthew
- Usado
- Condição
- UsedGood
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 1
- Livreiro
-
Phoenix, Arizona, United States
- Preço do item
-
€ 1,53€ 3,78 frete para USA
Mostrar detalhes
Preço do item
€ 1,53
€ 3,78
frete para USA
Foto de Stock: A capa pode ser diferente.
Effortless Experience, The
por Dixon, Matthew
- Usado
- Capa dura
- Condição
- Usado - Good +
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 1
- Livreiro
-
Bellingham, Massachusetts, United States
- Preço do item
-
€ 1,88€ 4,72 frete para USA
Mostrar detalhes
Descrição:
Penguin, 2013-09-12. Hardcover. Good +. Hardcover. Good +. Highlighting and dog earts on half a dozoen pages.FREE Media Mail Shipping on all U.S. orders over $ 25.00
Preço do item
€ 1,88
€ 4,72
frete para USA
Foto de Stock: A capa pode ser diferente.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
por Dixon, Matthew
- Usado
- Condição
- UsedGood
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 2
- Livreiro
-
Interlochen, Michigan, United States
- Preço do item
-
€ 5,67Frete grátis para USA
Mostrar detalhes
Descrição:
UsedGood. The item shows wear from consistent use, but it remains in good condition and works perfectly. All pages and cover are intact (including the dust cover, if applicable). Spine may show signs of wear. Pages may include limited notes and highlighting. May NOT include discs, access code or other supplemental materials.
Preço do item
€ 5,67
Frete grátis para USA
Foto de Stock: A capa pode ser diferente.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
por Dixon, Matthew; Toman, Nick; Delisi, Rick
- Usado
- Bom
- Capa dura
- Condição
- Usado - Bom
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 1
- Livreiro
-
Seattle, Washington, United States
- Preço do item
-
€ 5,67Frete grátis para USA
Mostrar detalhes
Descrição:
Portfolio, 2013. Hardcover. Good. Former library book; Missing dust jacket; Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Preço do item
€ 5,67
Frete grátis para USA
The Effortless Experience : Conquering the New Battleground for Customer Loyalty
por Nick Toman; Rick DeLisi; Matthew Dixon
- Usado
- Muito Bom
- Capa dura
- Condição
- Usado - Muito Bom
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 1
- Livreiro
-
Seattle, Washington, United States
- Preço do item
-
€ 5,67Frete grátis para USA
Mostrar detalhes
Descrição:
Penguin Publishing Group, 2013. Hardcover. Very Good. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Preço do item
€ 5,67
Frete grátis para USA
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
por Dixon, Matthew; Toman, Nick; Delisi, Rick
- Usado
- Aceitável
- Capa dura
- Condição
- Usado - Aceitável
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 2
- Livreiro
-
Seattle, Washington, United States
- Preço do item
-
€ 5,67Frete grátis para USA
Mostrar detalhes
Descrição:
Portfolio, 2013. Hardcover. Acceptable. Readable copy. Pages may have considerable notes/highlighting. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Preço do item
€ 5,67
Frete grátis para USA
The Effortless Experience : Conquering the New Battleground for Customer Loyalty
por Nick Toman; Rick DeLisi; Matthew Dixon
- Usado
- Bom
- Capa dura
- Condição
- Usado - Bom
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 2
- Livreiro
-
Seattle, Washington, United States
- Preço do item
-
€ 5,67Frete grátis para USA
Mostrar detalhes
Descrição:
Penguin Publishing Group, 2013. Hardcover. Good. Missing dust jacket; Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Preço do item
€ 5,67
Frete grátis para USA
The Effortless Experience : Conquering the New Battleground for Customer Loyalty
por Nick Toman; Rick DeLisi; Matthew Dixon
- Usado
- Bom
- Capa dura
- Condição
- Usado - Bom
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 1
- Livreiro
-
Seattle, Washington, United States
- Preço do item
-
€ 5,67Frete grátis para USA
Mostrar detalhes
Descrição:
Penguin Publishing Group, 2013. Hardcover. Good. Former library book; Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Preço do item
€ 5,67
Frete grátis para USA
The Effortless Experience : Conquering the New Battleground for Customer Loyalty
por Nick Toman; Rick DeLisi; Matthew Dixon
- Usado
- Muito Bom
- Capa dura
- Condição
- Usado - Muito Bom
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 1
- Livreiro
-
Seattle, Washington, United States
- Preço do item
-
€ 5,67Frete grátis para USA
Mostrar detalhes
Descrição:
Penguin Publishing Group, 2013. Hardcover. Very Good. Disclaimer:Missing dust jacket; May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Preço do item
€ 5,67
Frete grátis para USA
The Effortless Experience : Conquering the New Battleground for Customer Loyalty
por Nick Toman; Rick DeLisi; Matthew Dixon
- Usado
- Bom
- Capa dura
- Condição
- Usado - Bom
- Encadernação
- Hardcover
- ISBN 10 / ISBN 13
- 9781591845812 / 1591845815
- Quantidade Disponível
- 7
- Livreiro
-
Seattle, Washington, United States
- Preço do item
-
€ 5,77Frete grátis para USA
Mostrar detalhes
Descrição:
Penguin Publishing Group, 2013. Hardcover. Good. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
Preço do item
€ 5,77
Frete grátis para USA