The effortless experience : conquering the new battleground for customer loyalty /

This book turns the conventional wisdom about customer loyalty on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely question it. But CEB's research proves that the "dazzle factor" simply doesn't predic...

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Bibliographic Details

Main Author:	Dixon, Matthew, 1972-
Other Authors:	Toman, Nick, DeLisi, Rick
Format:	Book
Language:	English
Published:	New York : Portfolio/Penguin, [2013]
Subjects:	Customer relations. Customer loyalty.