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Customer reviews

4.4 out of 5 stars
17
4.4 out of 5 stars
Format: Paperback|Change
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on 12 February 2017
If you thought like me that wowing each and every customer was that sole secret to loyalty, then this book will have you rethinking and help you formulate a different but more powerful strategy, that will make all customers feel special but build loyalty.....Make it effortless for them!
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on 8 June 2017
Lively style but makes sweeping generalisations about customer service as if they apply to all sectors in the same way, which they don't, and sets up straw men to shoot down, which don't bear close scrutiny. Thought provoking but worth asking 'does this really apply to our business?' before jumping in and accepting it's conclusions.
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on 25 May 2017
Pro: Brilliant book, I'm 3/4 of the way through and have already taken on board numerous points which are just so simple and logical, yet a new way of approaching Customer Support.

Con: Some of the points made are unnecessarily long-winded!
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on 6 June 2017
helped alot.
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on 8 May 2014
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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on 19 April 2014
Perfect combination of theory and practical application. Should be a guiding light for any business interested in driving customer loyalty.
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on 7 February 2014
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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on 9 November 2014
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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on 25 February 2014
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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on 4 July 2014
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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