“The Effortless Experience” will give you a great competitive advantage in the human capital market place. It is a must read if you want to learn more about the customer experience metric that is mostly correlated to increase in revenues. This book will take you beyond CSAT (customer satisfaction scores) and NPS (net promoter score). Even if you do not agree with Matthew Dixon, you should know this approach. You never know. Your boss might believe in effort scores? We refer to this book in our “CX Bold Moves: Mobile provider eliminates remote workforce” post.
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