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5min chapter
Effortless Experience
Gain Grow Retain
How to Reduce Optionality in Your Customer Service
Jeffrey Toobin: SaaS companies need to reduce the amount of effort they put into customer experience. He says sales teams often give customers too many options and not enough information about what's best for them. Salespeople should use techniques like dialing up FOMO or squirm in fear, he says. Toobin: If you don't buy it if you don't have a compelling alternative, then those techniques actually create a big priority for your business.
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