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(originally published by Booz & Company)


When It Comes to Customer Service, Don’t Say No

Just because there’s nothing you can do, doesn’t mean there’s nothing you can do.

—Matthew Dixon, Nick Toman, and Rick DeLisi

Reprinted by permission of the publisher. © The Corporate Executive Board Company, 2013

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The Reviewer

  1. Lewis P. Carbone is founder and president of Experience Engineering Inc., an experience management firm. He is also author of Clued In: How to Keep Customers Coming Back Again and Again (Prentice-Hall, 2004) and a seminal article in Marketing Management, “Engineering Customer Experiences” (PDF).

This Book

  1. The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Penguin Portfolio, 2013) by Matthew Dixon, Nick Toman, and Rick DeLisi

    Matthew Dixon is executive director of strategic research at CEB (formerly the Corporate Executive Board), a member-based advisory company. He is also author of The Challenger Sale: Taking Control of the Customer Conversation (with Brent Adamson; Penguin Portfolio, 2011).

    Nick Toman oversees the global research operation and product development for CEB’s Sales Leadership Council. His articles, “The End of Solution Sales” and “Stop Trying to Delight Your Customers” appeared in Harvard Business Review.

    Rick DeLisi is a senior director of advisory services in the sales and service practice of CEB. Previously, he was director of corporate communications for Independence Air.

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