This is what every business book should be like: stuffed with practical advice, wellsupportedby 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 aremerely replays of age-old concepts with some new terminology thrown in. The customereffort research and approach recounted here is different. It is truly the first really novelidea that I ve heard and implemented in a long time. This is an approach that drivesinnovative, significant improvement within my teams . . . actions grounded in solid data . . .actions that yield measurable, customer-visible results that we just couldn t achieve viaother 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 arethe MythBusters of customer experience, dispelling many commonly held but inaccuratebeliefs around the drivers of disloyalty and delight and what will really drive true valueto your business.
LYNN HOLMGREN, vice president, customerexperience strategy, Frontier Communications
If you are looking for one resource to keep on your desk that will bring you back to theright 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 onlybuilds a compelling case for effortless customer experiences being the key to loyalty, butalso 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 observationthat we can easily make things worse for customers and often do more harmthan 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 experiencetransformation. Reducing customer effort links the work of the service organization tothe business-wide goal of increasing customer loyalty. The concepts themselves arepragmatic and actionable and this book will get you under way.
SUE ATKINS, head of service experience, Telecom NZ Ltd