I started the ‘Read Along’ section on my blog last year with my series on the book ‘Agile Testing’ – a much coveted book for all testers. It was a fun way to learn, get back to my reading and also share it with my readers!
2021 started with me finding myself in a new job, an exciting new role in a brand new domain! So, I am taking the Read Along series forward this year by beginning a new book that not only is relevant to my current role and is a recommended read for the ‘Customers for Life (C4L)’ team that I am a part of, but is also super relevant to every software team working on developing software that not only satisfies but wows their customers!
The book is “The Effortless Experience” by – Mathhew Dixon, Nick Toman and Rick Delsi
I will be reading the book and will post about learnings, things to remember & quotable quotes from each chapter as I progress. This is to hold myself accountable, as well as to help people looking for good reads or learnings. Hope this helps you. Have you read this book? Do share your thoughts & learnings too!
Here is a link to get your own copy if you would like to read along-
Here are the Chapter-wise posts on the book–
Introduction The Tale of Joshie, the Giraffe
Chapter-1 The New BattleGround for Customer Loyalty
Chapter-2 Why your Customers don’t want to talk to you
Chapter-3 The Worst Question a Service rep can ask
Chapter-4. Just because there is nothing you can do, does not mean there is Nothing you can do
Chapter-5 To get control, you have to give control
Chapter-6 The Disloyalty Detector- Customer Effort Score v2.0
Chapter-7 Making Low Effort Stick
Hope this series provides a useful overview and a fun learning experience for the readers!