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The Effortless Experience: Conquering the New Battleground for Customer Loyalty, by Matthew Dixon Nick Toman
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Review
“This is what every business book should be like: stuffed with practical advice, wellsupported by research, and written to keep you eagerly flipping the pages.”—DAN HEATH, coauthor of Decisive, Switch, and Made to Stick, from the foreword“Most current customer support and customer experience improvement programs are merely replays of age-old concepts with some new terminology thrown in. The customer effort research and approach recounted here is different. It is truly the first really novel idea that I’ve heard—and implemented—in a long time. This is an approach that drives innovative, significant improvement within my teams . . . actions grounded in solid data . . . actions that yield measurable, customer-visible results that we just couldn’t achieve via other means. It really has changed the way I think about the support my team delivers.”—DAN ROURKE, director of software support, HomeAway, Inc.“A must-have for any true customer experience leader’s library. Matt, Nick, and Rick are the ‘MythBusters’ of customer experience, dispelling many commonly held but inaccurate beliefs around the drivers of disloyalty and delight and what will really drive true value to your business.”—LYNN HOLMGREN, vice president, customer experience strategy, Frontier Communications“If you are looking for one resource to keep on your desk that will bring you back to the right focus for delivering a better customer service, this is that resource.”—CHRIS HALE, vice president, reservation services, Hyatt“Every business is looking for the secret to creating loyal customers. This book not only builds a compelling case for effortless customer experiences being the key to loyalty, but also provides a clear road map for any business to achieve that goal. It’s a must-read!”—DEB OLER, vice president and general manager, Grainger Brand, W. W. Grainger“What’s brilliant about The Effortless Experience is its pragmatism, illustrated by the observation that we can easily make things worse for customers and often do more harm than good. Here is real, practical, implementable guidance to help avoid those pitfalls.”—RICHARD JOYCE, operations director, Home Retail Group Customer Services“The Effortless Experience provides a well-researched foundation for customer experience transformation. Reducing customer effort links the work of the service organization to the business-wide goal of increasing customer loyalty. The concepts themselves are pragmatic and actionable and this book will get you under way.”—SUE ATKINS, head of service experience, Telecom NZ Ltd
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About the Author
MATTHEW DIXON is executive director of the Sales & Service Practice of CEB. He is a frequent contributor to Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller and won acclaim as “the most important advance in selling for many years” (Neil Rackham) and “the beginning of a wave that will take over a lot of selling organizations in the next decade” (Business Insider).NICK TOMAN is senior director of research for CEB’s Sales & Service Practice and is a frequent contributor to Harvard Business Review.RICK DELISI is senior director of advisory services for CEB’s Sales & Service Practice and a noted public speaker and facilitator. CEB is the leading member-based advisory company. By combining the best practices of thousands of member companies with its advanced research methodologies and human capital analytics, CEB equips senior leaders and their teams with insight and actionable solutions to transform operations.
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Product details
Hardcover: 256 pages
Publisher: Portfolio; . edition (September 12, 2013)
Language: English
ISBN-10: 1591845815
ISBN-13: 978-1591845812
Product Dimensions:
6.2 x 1 x 9.3 inches
Shipping Weight: 15.5 ounces (View shipping rates and policies)
Average Customer Review:
4.5 out of 5 stars
94 customer reviews
Amazon Best Sellers Rank:
#16,949 in Books (See Top 100 in Books)
My manager "recommended" (ahem!) that I read this before my first meeting with the new "director". I went into it with a so-so attitude. I'm always happy to learn and I am really and truly invested in improving our customer experience but I get so tired of corporate games. I'm only halfway through but there's actually some good stuff in here! I've said for years that customers don't want to be "delighted"...they just want one less hassle in their day. Make their lives easier somehow and they don't care about rainbows and unicorns. You can "wow" one customer in a hundred or you can satisfy 90 in a hundred. If the opportunity to "wow" arises, great, jump on it, but there are so many things we can do every day to reduce customer effort and we need to! (I'm the QR lead at a startup software company...reviewing our CS interactions and TRYING to train agents and improve the customer experience)
A must read for anyone in the Customer Service industry and trying to figure out how to reduce churn and increase loyalty. If anyone is familiar with Mathew Dixon then they will not be disappointed in this book as it ranks right up there with his other paradigm shifting insights. Stop focusing on the wrong things when measuring your customer service team and customer feedback and start creating loyal customers by creating an effortless experience for them on your website, in interactions with your support reps and getting their issue resolved.
It doesn't get any more inspiring and imperative than this. Effortless Experience contains indispensable insight into the world of customer service and customer loyalty. There were some shocking statistics and results in the book that completely changed the way I think about running my eCommerce department. I highly recommend this book to any manager or rising star in any department that needs to keep customers happy (hint: EVERY department does!)
Everyone who works in customer service, especially leadership, should read and then reread this book. It is accurate to describe the data provided in this book to a paradigm shift in how we should view customer service interactions. Death to Joshy! (you'll get it once you read the book)
Good read. Interesting research. The point behind it is that instead of wow-ing customers, companies should focus on providing an effortless experience. The book argues that making it easy to do business with gets repeat business. There is a great HBR article that sums up the book.
My copy of the book arrived on Friday night after a long work week, I picked it up and like The Challenger Sale, I just kept reading ... so many insights backed by exhaustive research. The book uses many B2C examples which I still found applicable to my B2B environment. The idea of minimizing customer effort in resolving issues applies to all environments -- contact center, live service - it does not matter -- we all want less "hassle" factor in our lives, at home and at work!
Great read. Simple, concise, and chock full of examples and anecdotal evidence. A practical explanation for customer behavior. A pleasant excursion from theory and opinion. Yes these principles are evolutionary and may take significant time and energy, but they are borne out by data.
Any book that makes me think differently is a good book. This is one of those. For me, the first part of the book was most applicable to a small business. The latter part of the book is practical for those running larger call centers.
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