The Effortless Experience, by Matthew Dixon, Nick Toman, and Rick DeLisi, is a really good read for pretty much anybody who runs a customer service organization, and parts of it are worthwhile for anybody who leads people working in a customer service organization. The authors strive to make a pretty solid case for a Customer Effort Score framework that their research has led them to develop; I don’t intend to push too hard for the introduction their framework in my organization, but I still felt like a lot of what the authors share makes good sense and can contribute to providing better customer service. Several times, I found myself kind of smacking my head and thinking “we should be doing a better job of…