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Book Cover
Author Dixon, Matthew, 1972-

Title The effortless experience : conquering the new battleground for customer loyalty / Matthew Dixon, Nick Toman, and Rick DeLisi.

Publication Info. New York, New York : Portfolio/Penguin, [2013]


Location Call No. Status
 PAS Central Library Non-Fiction, 3rd Floor    658.812 DIX    Available
Description xiii, 237 pages : illustrations ; 24 cm
text rdacontent
unmediated rdamedia
volume rdacarrier
Bibliography Includes bibliographical references and index.
Contents 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.
Subject Customer relations.
Customer loyalty.
Added Author Toman, Nick.
DeLisi, Rick.
ISBN 9781591845812 hardback
1591845815 hardback

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