Overview

"Pleasing the customer to the point they will go out of their way to do business with you isn't hard - in fact, it's ridiculously simple! This book contains everything you, your team, or your entire organizations needs to quickly build and maintain a CX juggernaut. ""What's a CX juggernaut?"" you ask. We think the simplest way to explain this is to point to Chick-fil-A. Chick-fil-A is a CX juggernaut. Despite being closed on Sundays and despite the constant calls for boycotts because of stances on controversial issues, the average Chick-fil-A restaurant earns more revenue per year than the average Wendy's, Burger King, KFC, and Subway... combined! The benefits are clear: pleasing the customer - that is, creating a great customer experience (CX) - leads to greater revenue and profits, while reducing marketing and other costs. Moreover, CX done right increases employee satisfaction - reducing negative turnover and freeing up your frontline managers to lead instead of being caught in the never-ending cycle of recruiting and hiring. Of course, becoming a CX juggernaut and providing a great customer experience every time isn't about staffing a large customer service call center or ""putting out fires,"" it's about getting things right the first time because great customer service means never having to say you're sorry."

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