The problem of customer indecision and how to get over it - Interview with Matt Dixon

Today’s interview is with Matt Dixon, the Wall Street Journal bestselling author of three of the most important business books of the past decade: The Challenger Sale, The Effortless Experience and The Challenger Customer. Matt joins me today to talk about his new book (The Jolt Effect: How High Performers Overcome Customer Indecision - co-authored with Ted McKenna), how they conducted their research, what they found out, how indecision is the biggest barrier to sales and decision-making in general and how a JOLT playbook could help.

This interview follows on from my recent interview – Customer experience isn’t about experience at all. It is about relationships – Interview with James Dodkins of Pega – and is number 442 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.