Inside the Low-Effort Service Organization

 Webinar

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Still Struggling to "Delight" Your Customers?

Inside the Low-Effort Service Organization

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Join Matthew Dixon, co-author of the recent Harvard Business Review Article: “Stop Trying to Delight Your Customers” as he uncovers the 6 Keys to becoming a Low Effort Service Organization.

Matthew Dixon, Managing Director of the Service Practice at Corporate Executive Board, examines the true links between customer service and loyalty, based on a Customer Contact Council study of more
 

than 75,000 customers who had interacted over the phone with contact-center representatives or through self-service channels such as the web, voice prompts, chat, and e-mail.

In this Webinar you will learn:

>>   How important customer service really is to loyalty
>>   Which customer service activities increase loyalty, and which don’t
>>   If companies can increase loyalty without raising their customer service costs