The Effortless Experience: Conquering the New Battleground for Customer Loyalty

2013
Portfolio (an imprint of Penguin Group, USA)

The Effortless Experience is the book that introduced the concepts of “low-effort” service and the Customer Effort Score to the world. A must-read for CEOs, CMOs, Chief Customer Officers, as well as customer service and customer experience leaders, The Effortless Experience has been described by New York Times bestselling author Dan Heath (Switch, Decisive and Made-to-Stick) as “a business detective story in which cherished truths are systematically investigated—and frequently debunked.”

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