Join Matthew Dixon, Co-author of The Effortless Experience and Kaan Ersun, SVP of Marketing, Solvvy in a webinar, ‘The Ease Imperative’ on Tue, Jun 12 at 11:00 PDT.
In his acclaimed bestseller, The Effortless Experience, Matthew Dixon busts the long-standing and entrenched myth that companies must delight and “wow” customers. While companies devote untold time and resources on dazzling customers, all that really matters is how effortless their overall customer experience is.
Backed by a 5-year research spanning more than 400 organizations and 97,000 customers by the Corporate Executive Board (CEB), Dixon reveals that customer loyalty is based on how companies deliver on their basic promises instead of exceptional service experiences.
Dixon lays out the four pillars of a low-effort service:
- Minimize channel switching with a simple, intuitive, and guided self-service experience
- Arm agents to avoid subsequent calls and think beyond resolving the current issues
- Equip them to manage customer interaction instead of just being “nice”
- Empower them to exercise their own personal judgment
In his webinar with Solvvy, Dixon will share insights and examples of companies applying these four principles so you can generate customer loyalty that the “dazzle factor” fails to deliver. As businesses aspire to win more customers and grow the existing ones, the ease imperative can be the game-changer.
Join Matt Dixon, Co-author of ‘The Effortless Experience’ and me in a webinar, ‘The Ease Imperative’ on Tue, Jun 12 at 11:00 PDT. We will discuss the importance of effortless customer experience while sharing practical use cases.