The Effortless Experience: Conquering the New Battleground for Customer Loyalty

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The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Author(s): Matthew Dixon, Nick Toman, Rick DeLisi
Publisher: Penguin
Binding: Hardcover
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The Effortless Experience reframes customer loyalty with five years of CEB research showing that surprising or dazzling service rarely predicts repeat business. Instead, loyalty comes from reducing friction: fast resolutions, clear processes and dependable basics.

The authors present four pillars of a low-effort customer experience and back them with data, company profiles and practical templates. The book offers diagnostic tools to identify pain points, measure impact and prioritize fixes that matter to customers.

Leaders and frontline teams will find actionable strategies to cut churn, lower service costs and improve everyday satisfaction without chasing spectacle.

  • Low-effort CX framework
  • Tools & templates to reduce friction
  • Case studies and measurable metrics

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