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18 reviews for:
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Matthew Dixon
3.75 AVERAGE
18 reviews for:
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Matthew Dixon
3.75 AVERAGE
informative
fast-paced
This book is great for people who are motivated by statistics. It was a bit of a dry read. I would recommend it but under limited situations.
Compelling read about the reasons to prioritize simplicity in a business, specifically in the call center.
informative
reflective
I bought it because a training program for a past job said it would be helpful. And when I mentioned to the trainer that I was reading it, he was surprised because he didn't read it and didn't think anyone else would.
The book itself sounds like it was written from the perspective of a CEO who wants to be acknowledged for being incredible at his job. It feels like it was written for other CEOs and like it never considered the needs of other employees at a company. The methods and mindsets it suggests seem unrealistic and unsustainable.
The book itself sounds like it was written from the perspective of a CEO who wants to be acknowledged for being incredible at his job. It feels like it was written for other CEOs and like it never considered the needs of other employees at a company. The methods and mindsets it suggests seem unrealistic and unsustainable.
Since I'm not really the intended audience and read this as part of a management assignment, I'll rate in the middle. I appreciate what the authors are trying to share, but with such a focus on call centers, it's fairly limiting in how to apply the principles outside of that setting.
Revisited this having recently read [b:The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business|44442022|The Customer of the Future 10 Guiding Principles for Winning Tomorrow's Business|Blake Morgan|https://i.gr-assets.com/images/S/compressed.photo.goodreads.com/books/1553982782l/44442022._SX50_.jpg|69016436]. It still holds up well. While the focus is on phone support / call centers, the concepts they're discussing apply to all channels in support. I also left this re-read wishing I'd perused it again between now and then, there are a couple of things aroung training support agents that I think would have been a really helpful approach.
2018:
This was a great, quick read on how to think about improving customer service by making it as easy as possible for the customer to do whatever it is they need to do. Lots of good points, neatly distilled.
Started on one flight, finished on another.
2018:
This was a great, quick read on how to think about improving customer service by making it as easy as possible for the customer to do whatever it is they need to do. Lots of good points, neatly distilled.
Started on one flight, finished on another.
This book really articulated how I interact with customers as a professional customer service rep. I have always been about self sufficiency and “here let me teach you for next time.” But it could have been an essay or an academic article. Or simply a book glad it’s length.
While an interesting and enlightening treatise on how to handle customer service to support customer loyalty, it was not what I wanted. This is not related to The Challenger Sale in any way, but I didn't pay attention. Heading to The Challenger Customer now.