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8 Reviews
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2 of 2 people found the following review helpful
5.0 out of 5 stars Essential thinking - codifies what is really the bleeding obvious
Must read book. It is the advanced class of ETDBW, Easy To Do Business With. Lots of metrics to prove that if you focus on how much effort customers have to put in, there is big pay off. What is compelling is that there are stats backing up the science.
Published 9 months ago by Olaf Ransome

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2 of 2 people found the following review helpful
3.0 out of 5 stars Very interesting observations
I can't really fault the observations, from experience as a customer, and in a customer service role.
The points are nice and clear, with good examples and evidence to back them up.

Key point is the summary's at the end of each chapter, as is the case with all books along these lines, there's a lot of examples when all you really need is the observation,...
Published 10 months ago by Ben


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2 of 2 people found the following review helpful
3.0 out of 5 stars Very interesting observations, 7 Feb 2014
This review is from: The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Paperback)
I can't really fault the observations, from experience as a customer, and in a customer service role.
The points are nice and clear, with good examples and evidence to back them up.

Key point is the summary's at the end of each chapter, as is the case with all books along these lines, there's a lot of examples when all you really need is the observation, but the evidence is nice to skim if you're unsure or need convincing.

All in all, a worthwhile read for those in the business....any business.
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2 of 2 people found the following review helpful
5.0 out of 5 stars Essential thinking - codifies what is really the bleeding obvious, 25 Feb 2014
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Must read book. It is the advanced class of ETDBW, Easy To Do Business With. Lots of metrics to prove that if you focus on how much effort customers have to put in, there is big pay off. What is compelling is that there are stats backing up the science.
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2 of 2 people found the following review helpful
5.0 out of 5 stars Really great book - lots of practical advice and has become ..., 4 July 2014
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This review is from: The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Paperback)
Really great book - lots of practical advice and has become a reference book to support training, creating the right culture. I would highly recommend!
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1 of 1 people found the following review helpful
4.0 out of 5 stars would like to understand more about customer experience ?, 8 May 2014
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One of the best business book written on customer service and customer engagement. Just felt that same messages reworded throughout the book. In any case, a real eye opener with relevant examples.
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1 of 1 people found the following review helpful
5.0 out of 5 stars Brilliant!, 19 April 2014
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Perfect combination of theory and practical application. Should be a guiding light for any business interested in driving customer loyalty.
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4.0 out of 5 stars Trusting experience?, 9 Nov 2014
This review is from: The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Paperback)
Argues that customer loyalty has much more to with how well a company delivers on its basic promises than on how ‘dazzling’ its service experience might be. Full of useful practical advice, and essential reading for anyone concerned with interfacing directly or indirectly with customers. But far from the last word on the subject, and more explicit exploration of issues, such as trust and meaning, would have helped make the work even more insightful.
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5.0 out of 5 stars excellent, 14 Nov 2014
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Mrs. A. Grant (UK) - See all my reviews
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This review is from: The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Paperback)
arrived very quicky and product as described, good quality.
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5.0 out of 5 stars Five Stars, 13 Dec 2014
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This review is from: The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Paperback)
Brilliant
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