Matthew Dixon, Karen Freeman & Nick TomanStop Trying to Delight Your Customers, HBR 2010
Loyalty in service is won by reducing effort, not by delight — measuring how hard customers work to resolve issues predicts loyalty better than satisfaction.
Dixon & colleaguesThe Effortless Experience, 2013
Mitigate effort across channels: next-issue avoidance, experience engineering and empowered frontline judgment beat heroic service theatre.
The EclipseFrontiers® LensDelight is optional. Ease is mandatory.