K.I.S.S (Keeping it Simple Stupid)

Summer Naomi InteriorSummer Naomi Interior | September 2, 2019

No, we’re not talking about the chocolate variety. It’s all about the delicious strategy of Keeping It Simple, Stupid…A philosophy highly recommended by Matt Dixon-Chief Product & Research Leader at Tethr, Best-Selling Author, one of the world’s leading CX Experts, and this week’s guest on ‘The Sweets of CX’ Podcast. Customer service should be simple right?

In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? According to Matt, “As CX and service leaders, rather than using service moments as an opportunity to delight people and make them more loyal, the better strategy is to make them less disloyal by reducing effort…by creating an effortless experience, a frictionless experience…by generally just making service easier than your customers expect it to be.”

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. (Hint: It all comes back to K.I.S.S.ing.)

And, when asked what brand has truly wowed Matt? Verizon was at the top of his list. They helped him through a particularly sticky tech issue, and the story might surprise you.

You can find this interview, and many more, by subscribing to ‘The Sweets of CX’ Podcast on iTunes. If you don’t use iTunes, you can listen to every episode by clicking here. Or find us on SoundCloud, Spotify, Stitcher, YouTube, Google play, Spreaker, and more.

Matt Dixon is Chief Product & Research Officer of the Austin-based AI and machine learning venture, Tethr. In this capacity, he has responsibility for product strategy, product management, and product marketing. Prior to joining Tethr, Matt was a Senior Partner and Global Head of Sales Force Effectiveness Solutions at Korn Ferry Hay Group and, before that, held numerous global leadership roles in research, product development and management for CEB, now Gartner. A seasoned business researcher, Matt has been involved in dozens of original quantitative and qualitative research studies on topics ranging from customer experience strategy to customer service and sales effectiveness. His first book, The Challenger Sale: Taking Control of the Customer Conversation (Penguin, November 2011), was a #1 Amazon and Wall Street Journal bestseller and has sold more than half a million copies worldwide. The Challenger Sale has won acclaim as “the most important advance in selling for many years” (SPIN Selling author Neil Rackham) and “the beginning of a wave that will take over a lot of selling organizations in the next decade.” (Business Insider). Matt is also a frequent contributor to Harvard Business Review, having been published more than twenty times in both HBR’s print and online editions. Among his noteworthy HBR articles are “Reinventing Customer Service” (November-December 2018), “Kick-Ass Customer Service” (January-February 2017), “Dismantling the Sales Machine” (November 2013), “The End of Solution Sales” (July-August 2012) and “Stop Trying to Delight Your Customers” (July-August 2010). His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

Matt is a sought-after speaker and advisor to management teams around the world, having presented his findings at a wide range of industry conferences as well as to hundreds of senior executive teams around the world, including those of many Fortune 500 companies.

Matt holds a Ph.D.from the Graduate School of Public and International Affairs at the University of Pittsburgh as well as a B.A. in International Studies from Mount Saint Mary’s University in Emmitsburg, Maryland. He currently resides in the Washington, D.C. area with his wife and four children.