The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon

3.75 AVERAGE

dllh's profile picture

dllh's review against another edition

4.0
There was a lot of good information in this book, though it wound up being a bit drier than I had expected after reading the first few pages. It's obviously not for everybody. I'd recommend it for most anybody who's in the position of trying to figure out how to make products easier to use and support. I don't think I'm likely to run out and insist that my company shift its quality metrics to a Customer Effort Score system (what the book touts), but there were many things in the book that did make me think "we should do that."

grneggsngoetta's review

5.0
A roadmap of what the new service industry should and will look like.

lindsnest13's review

3.0
Important theories for anyone who works in customer service, but very repetitive.

mike_trigg's review

4.0
I'd put this up there with Matthew Dixon's previous book, the Challenger Sale. This book is equally thought provoking and disruptive to conventional wisdom for customer service leaders as the Challenger Sale was to sales leaders. Though probably not as interesting as a general business book, The Effortless Experience presents a new and compelling way of thinking about how to drive customer loyalty by minimizing the "effort" (measured by "Customer Effort Score") it requires to do business with your company. Great read for anyone responsible for customer service/support/success/experience in their organization.

katastrophe_plumb's review against another edition

4.0
informative reflective slow-paced

lindsey_nestor's review

3.0
Important theories for anyone who works in customer service, but very repetitive.
maddieramone's profile picture

maddieramone's review against another edition

2.25
reflective slow-paced
dozens's profile picture

dozens's review

3.0
I'm glad that it was for bookclub, because the value of this book for me was in the discussions I had with coworkers about applying these thoughts and ideas to other domains, or to things that are specific to what we do.

I 100% agree with the underlying principle, but don't think I would have gotten as much out of it on my own.