LEADER 00000cam a22001815a 4500 
001    19786047 
003    SE-LIBR 
003    LT 
008    161026s2013    us |||||||||||00| 1|eng c 
020    9781591845812 
041 0  eng 
082 00 658.812|223 
092 0  658.8|bengelska 
100 1  Dixon, Matthew 
245 14 The Effortless Experience: |bConquering the New 
       Battleground for Customer Loyalty /|cMatthew Dixon 
264  1 New York :|bPortfolio/Penguin,|c[2013] 
300    237 pages :|billustrations ;|c23 cm 
336    text|2rdacontent 
337    unmediated|2rdamedia 
338    volume|2rdacarrier 
504    Includes bibliographical references (pages 227-229) and 
       index 
505 0  Blinded by delight -- The new battleground for customer 
       loyalty -- Why your customers don't want to talk to you --
       The worst question a service rep can ask -- Just because 
       there's nothing you can do doesn't mean there's nothing 
       you can do -- To get control, you have to give control -- 
       The disloyalty detector : customer effort score v2.0 -- 
       Making low effort stick -- Effort beyond the contact 
       center 
520    This book turns the conventional wisdom about customer 
       loyalty on its head. The idea that companies must delight 
       customers by exceeding service expectations is so 
       entrenched that managers rarely question it. But CEB's 
       research proves that the "dazzle factor" simply doesn't 
       predict repeat sales or positive word-of-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. After all, 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? This book 
       lays out the four key pillars of a low-effort customer 
       experience, including tools and templates you can start 
       applying right away.--From publisher description 
650  0 Customer relations 
650  0 Customer loyalty 
650  7 Kundrelationer|2sao 
650  7 Kundlojalitet|2sao 
700 1  Toman, Nick 
700 1  DeLisi, Rick 
907 00 161110