#28616
Mentioned in 1 episodes
The Effortless Experience
Conquering the New Battleground for Customer Loyalty
Book • 2013
The Effortless Experience presents research findings from a global quantitative study involving 97,000 customers, which show that customers value an effortless experience over being delighted.
The authors provide strategies and recommendations on how to reduce customer effort, such as creating 'sticky' self-service channels, giving customer service representatives more control over interactions, and hiring 'controllers' who can efficiently resolve issues.
The book emphasizes the importance of experience engineering and the impact of digital technology on customer service.
The authors provide strategies and recommendations on how to reduce customer effort, such as creating 'sticky' self-service channels, giving customer service representatives more control over interactions, and hiring 'controllers' who can efficiently resolve issues.
The book emphasizes the importance of experience engineering and the impact of digital technology on customer service.
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Mentioned in 1 episodes
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Andy Paul
15 snips
*Classic Episode* How You Sell is More Important Than What You Sell
