The Effortless Experience Quotes

“the role of customer service is to mitigate disloyalty by reducing customer effort.”
― Matthew Dixon, The Effortless Experience: Conquering the New Battleground for Customer Loyalty

“from a customer’s perspective, when something goes wrong, the overriding sentiment is: Help me fix it.”
― Matthew Dixon, The Effortless Experience: Conquering the New Battleground for Customer Loyalty

“You need to give your customers fewer reasons to be disloyal, and the best way to make that happen is to reduce customer effort.”
― Matthew Dixon, The Effortless Experience: Conquering the New Battleground for Customer Loyalty

“customer service should be less about offense—bending over backwards to please customers—and more about defense, in the sense of preventing frustration and delay.”
― Matthew Dixon, The Effortless Experience: Conquering the New Battleground for Customer Loyalty

“The Key to Mitigating Disloyalty Is Reducing Customer Effort”
― Matthew Dixon, The Effortless Experience: Conquering the New Battleground for Customer Loyalty

“Driving down customer effort results in pushing up brand loyalty, right along with sales.” —DANIEL F. BALISTIERRI, vice president, Global Service & Experience, MasterCard”
― Matthew Dixon, The Effortless Experience: Conquering the New Battleground for Customer Loyalty