000			02484cam a22003618i 4500
001			114146
005			20230410115620.0
008			130502s2013 nyu b 001 0 eng
035			_a17721764
010			_a2013017449
020			_a9781591845812
040			_aDLC _beng _cDLC _erda
042			_apcc
050	1	4	_aHF 5415.5 _bD621e 2013
082	0	0	_a658.812
100	1		_aDixon, Matthew, _d1972-
245	1	4	_aThe effortless experience : _bconquering the new battleground for customer loyalty / _cMatthew Dixon, Nick Toman, and Rick DeLisi.
263			_a1111
264		1	_aNew York : _bPortfolio/Penguin, _c[2013]
300			_axiii, 237 p. : _bill. ; _c23 cm.
504			_aIncluye referencias bibliográficas e índice.
505	0		_aBlinded 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.
520			_aThis 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 predict repeat sales or positive word-of-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. After all, 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? This book lays out the four key pillars of a low-effort customer experience, including tools and templates you can start applying right away.--From publisher description.
650		4	_aPrimera Jornada de Catalogacion.
650		4	_aAdministración de ventas.
650		4	_aRelaciones con los clientes.
650		4	_aTécnicas de ventas.
650		0	_aCustomer relations.
650		0	_aCustomer loyalty.
700	1		_aToman, Nick.
700	1		_aDeLisi, Rick.
942			_2lcc _cbk
999			_c44706 _d44706