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The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Rick DeLisi, Nicholas Toman, Matthew Dixon (Paperback, 2013)
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Author: Matthew Dixon, Nicholas Toman, Rick DeLisi. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator. Matt Dixon is Executive Director of the Sales & Service Practice at CEB.