Conventional Wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. But no matter how exciting special deals may be, the "dazzle factor" does not solve customer problems.This book presents a breakthrough idea about how to win customer loyalty

• The New Battleground for Customer loyalty
• Why your customers don't want t talk to you
• The worst question a service rep can ask
• Just because there's nothing you can do doesn't mean there's nothing you can do
• To Get control, you have to give control
• The disloyalty detector
• -customer Effort score v2.0
• Making low effort stick
• Effort beyond the contact center