This week, Kristen Hayer continues her review of:

• The Effortless Experience by Matthew Dixon, Nick Toman and Rick Delisi

This episode explores chapters 3 & 4 of the book. Are you and your customers having the same service experience? Also, how can you create customer success experiences without being able to provide everything the customer wants?

If you're reading along, next week Kristen will review chapters 5 & 6.

While she has some books in mind for the rest of the season, she'd love suggestions as well. Email [email protected] with any questions or ideas.