Rick DeLisi

Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer service experiences remain unnecessarily frustrating. But the advent of Digital Customer Service (DCS) promises to make these interactions seamless and effortless by creating experiences that occur entirely on a customer's own screen, even in situations where it is preferable to speak to an agent. Digital Customer Service: Transforming Customer Experience for an On-Screen World traces the evolution of customer service—as well as the evolution of customer expectations and the underlying psychology that drives customer behavior - from the days of the first call centers in the 1980s all the way to today's digital world. Written for Customer Service and Customer Experience leaders as well as C-suite executives (CEOs, CFOs, CIOs), Digital Customer Service helps business leaders balance three critical priorities: Creating an excellent experience for customers that increases customer loyalty and profitabilityDriving down the cost of Customer Service/Support interactions, while increasing revenue through Sales interactionsMoving quickly toward the goal of "digital transformation" We have discovered—in our research and our first-hand experience—that when companies commit to achieving true Digital Customer Service, they can make significant progress toward all three of these goals at once. Digital Customer Service provides the roadmap for how your company can get there. And when you do, who wins? EVERYONE.

Find your way out of the pain and darkness of grief. None of us escapes life without experiencing grief in one form or another. But the journey of grieving parents, specifically that of the grieving mother, is something no one can imagine … unless they have lived it. Is there a way through? Is it possible to live vibrantly again, to find joy and purpose in life after your young adult child has passed on? YES! The journey to joy may surprise you. Grief Interrupted is a letter of love, hope, and healing from one mother in grief to another. Corey Stiles, who lost her 17-year-old daughter, has walked the path, and her words will inspire you to reclaim your joy. With Corey as your guide, start your journey to a new normal where you will create space for both sorrow and joy to reside within you without crippling you. On this courageous sojourn, you will rediscover the magic and wonder of life while still honoring your loved one who has transitioned to heaven. Grief Interrupted is like a personal healing retreat for grieving mothers—in book form. If you’re ready to move out of the dark, painful sea of grief and into the warmth and light of joy, this is your starting point. While this is a journey only you can set out on, you are not alone. You have someone to guide you, to encourage you, and to walk alongside you. You can be happy again! Welcome to the journey!

A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger SaleEveryone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head.Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, in­sights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver.The rewards are there for the taking, and the pathway to achieving them is now clearly marked.'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to StickMatt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review.Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.