From the author of the acclaimed Wall Street Journal best seller, The Challenger Sale
Conventional wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. Some focus on dazzling them at the cost of neglecting to solve basic service problems - a big strategic mistake. Through extensive research and surveys, the authors have concluded that loyalty has much more to do with how well a company delivers on its basic promises than on how dazzling its service experience might be.
The authors prove that delighting customers doesn’t build loyalty, and they show how acting on this insight can help improve service, reduce costs, and decrease customer churn. By employing practical tactics - such as teaching reps not just to resolve customer issues but also to "forward resolve" common issues - companies will be better able to focus on delivering a nearly effortless experience. That will lead directly to the improvements in customer loyalty they had been aiming for all along.
©2013 Matthew Dixon, Nick Toman, Rick DeLisi (P)2013 Gildan Media LLC
Addicted to Audible since 2009
While I thought the narrator made this title hard to listen to as he sounded so robotic, I must admit - I was blown away by the material. (That said - the narrator does get better as the book goes on.) Overall - this is an excellent book, it's very educational and anyone working in customer service needs to read/listen to this twice!
This book takes customer service and approaches it from a quantitative point of view. But not in the way that most CS managers do. They realize that there are certain trends that hold true, but they understand that it takes a human touch to make your organization behave in line with those trends. It's how data should be used, not as a magic pill, but as a map of the overall environment of CS, specifically customer loyalty.
Thousands of dollars of research, compressed into a truly meaningful listen. Some information you will know, but the true beauty of this book is the wealth of knowledge that you do Not know. Counter intuitive insight that will change how you manage your customer relationships. Based on actual study data not theory.
Destined to become a mandatory read for all managers.
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