Alison's Reviews > The Effortless Experience: Conquering the New Battleground for Customer Loyalty

Revisited this having recently read The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business. It still holds up well. While the focus is on phone support / call centers, the concepts they're discussing apply to all channels in support. I also left this re-read wishing I'd perused it again between now and then, there are a couple of things aroung training support agents that I think would have been a really helpful approach.


2018:
This was a great, quick read on how to think about improving customer service by making it as easy as possible for the customer to do whatever it is they need to do. Lots of good points, neatly distilled.

Started on one flight, finished on another.