Summary The Cult of the Customer Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists by Shep Hyken

Summary: The Cult of the Customer Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists by Shep Hyken

Satisfied customers are not loyal customers In today’s competitive landscape, satisfied customers are rarely enough. Satisfied customers rarely drive loyalty. It’s the total customer experience, not just customer service alone, that drives customer loyalty. The ‘cult of amazement’ is the highest level of customer engagement. It’s where a customer becomes Read more…

Summary The Effortless Experience Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi

Summary: The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi

The new battleground for customer loyalty Delighting customers in the service channel doesn’t always pay. Customers whose expectations are exceeded are only marginally more loyal than those expectations are borderline met. Customer service doesn’t always drive customer loyalty. But customer service almost always drives customer disloyalty. It’s four times more Read more…