Crack The Customer Code

Bestselling author and customer service expert Matt Dixon to uncovers surprising facts and common misconceptions about delivering low-effort service. Think you’re delivering low-effort service? It seems so simple: Reduce customer effort, then you’ll have more loyal customers! But don’t be fooled by that kind of simplicity. Customers perceive effort in different ways than you think! Today’s guest, bestselling author Matt Dixon, has researched and written extensively on how to deliver a truly effortless experience. Today, he’s sharing many facts that will surprise you, and make you rethink your approach. “The average service interaction is actually not a loyalty-building experience. It’s actually a loyalty-destroying experience.” -Matt Dixon Conventional customer service wisdom (yes, even the more current stuff!) has customer service reps doing all kinds of things that sound great, but harm customer perception. Companies are investing a lot into delivering better experiences, but they’re investing in the