Artboard 33atençãoArtboard 18atualizarconectividadeArtboard 42boletocarrinhocartãoArtboard 45cartão SaraivacelularArtboard 42Artboard 23checkArtboard 28Artboard 17?compararcompartilharcompartilhar ativoArtboard 28Artboard 43Artboard 49Artboard 47Artboard 15Artboard 32ebookArtboard 22Artboard 5Artboard 25Artboard 1Artboard 42Artboard 11fecharfilmesArtboard 23gamesArtboard 4Artboard 9Artboard 6hqimportadosinformáticaArtboard 7Artboard 3Artboard 12Artboard 25Artboard 34Artboard 43Artboard 44curtirArtboard 24Artboard 13livrosArtboard 24Artboard 31menumúsicaArtboard 27Artboard 30Artboard 36Artboard 44outrospapelariaArtboard 17Artboard 6Artboard 27Artboard 30Artboard 29Artboard 26Artboard 2Artboard 20Artboard 35estrelaestrela ativorelógiobuscaArtboard 50Artboard 26toda saraivaArtboard 40Artboard 21Artboard 10Artboard 37usuárioArtboard 46Artboard 33Artboard 8seta

The Effortless Experience - Conquering The New Battleground For Customer Loyalty (Cód: 9346014)

Nick; Rick; Dixon, Matthew

Portfolio Books Usa

Vendido e entregue por Saraiva

Ooops! Este produto não está mais a venda.
Mas não se preocupe, temos uma versão atualizada para você.

Ooopss! Este produto está fora de linha, mas temos outras opções para você.
Veja nossas sugestões abaixo!

R$ 110,90

em até 3x de R$ 36,97 sem juros
Cartão Saraiva: 1x de R$ 105,36 (-5%)

Total:

Em até 1x sem juros de


Crédito:
Boleto:
Cartão Saraiva:

Total:

Em até 3x sem juros de


The Effortless Experience - Conquering The New Battleground For Customer Loyalty

R$110,90

Quer comprar em uma loja física? Veja a disponibilidade deste produto

Entregas internacionais: Consulte prazos e valores de entrega para regiões fora do Brasil na página do Carrinho.

ou receba na loja com frete grátis

X
Formas de envio Custo Entrega estimada

* Válido para compras efetuadas em dias úteis até às 15:00, horário de Brasília, com cartão de crédito e aprovadas na primeira tentativa.

X Consulte as lojas participantes

Saraiva MegaStore Shopping Eldorado Av. Rebouças, 3970 - 1º piso - Pinheiros CEP: 05402-600 - São Paulo - SP

Descrição

Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve

turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head.

The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality:

Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service.


If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees?


The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver.
The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Características

Produto sob encomenda Sim
Marca Portfolio Books Usa
Cód. Barras 9781591845812
Altura 23.50 cm
I.S.B.N. 9781591845812
Profundidade 2.34 cm
Acabamento Capa dura
Ano da edição 2013
Idioma Inglês
Número de Páginas 237
Peso 0.44 Kg
Largura 16.15 cm
AutorNick; Rick; Dixon, Matthew