Read Along – ‘The Effortless Experience’- Introduction

This is my first time reading a book on this topic – or anything related to customer experience at all. So I did not know what to expect. What wow’ed me the most was the first story in the Introduction part of the book itself – i.e. the story of ‘Joshie – the stuffed girraffe’

The story is about Joshie – a stuffed giraffe that gets left behind in a hotel room by a little kid who is later distraught about losing his favorite pal. The hotel Ritz Carlton not only reaches out to the family and ensures the safe return of the giraffe home, but also adds a bunch of ‘extended vacation’ pictures of Joshie enjoying his extended stay lounging around the hotel pool, taking a golf cart ride, having a massage, making friends with other stuffed animals and even helping the staff by manning a security room – much to the delight of the little boy and his worried parents!

This story has now set the bar for customer service in all industries the world over! You can read this story of customer delight in various posts on the internet like here or here or read the blog post below –

Reading this story makes you wonder – How do I get my people to go above and beyond like that? Why can’t our company be known for that kind of delightful service?

Well, this Introduction also sets a beautiful tone and level-sets us for what lies ahead in the book!

I sure hope we reach the answers to these questions by the end 🙂

Happy Reading!

Read Along – ‘The Effortless Experience’

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-