NICK TOMAN, coauthor of The Effortless Experience, is the sales practice leader at CEB. All four authors are frequent contributors to the Harvard Business Review and live in the Washington, D.C., metro area. CEB is the leading member-based advisory company. By combining the best practices of thousands of member companies with its advanced research methodologies and human capital analytics, CEB equips senior leaders and their teams with insight and actionable solutions to transform operations.
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Everyone 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, Ma... SEE MORE