Modria Webinar Series
On-Demand Webinar: The Effortless Experience for eCommerce
This webinar may be the best one yet. We invite you to watch a webinar that is guaranteed to make you question your assumptions about customer care, customer experience and success metrics. Our guest, Matt Dixon, is the co-author of the celebrated book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, and he applies his insights to the world of eCommerce. In this webinar, you’ll learn:
- What is customer loyalty and how do we measure it?
- The myth of Customer Delight
- Customer service’s impact on customer loyalty
- The benefits of Low-Effort Service
- Much more!
Watch this Webinar
About Matt Dixon
Matt Dixon is Group Leader of the Financial Services and Customer Contact Practices of CEB in Arlington, VA. In this capacity, he has management responsibility for the membership programs serving front office and back office financial services leaders and their teams, as well as the programs serving customer contact executives across industry.
In addition to his management responsibilities, Matt is a noted business writer. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon as well as Wall Street Journal bestseller and won acclaim as “the most important advance in selling for many years” (SPIN Selling author Neil Rackham) and “the beginning of a wave that will take over a lot of selling organizations in the next decade.” (Business Insider). He’s been published multiple times in the Harvard Business Review with articles such as “Dismantling the Sales Machine,” “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010) and he is a frequent contributor on sales and customer service topics on a number of blogs, including that of the Harvard Business Review. His most recent book is on customer service, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, was released by Penguin in September 2013. His next book is the long-awaited sequel to The Challenger Sale, and will be released by Penguin in September 2015. It is titled The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results.