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Book Cover
E-book
Author Price, Bill, 1950- author.

Title The frictionless organization : deliver great customer experiences with less effort / Bill Price, David Jaffe
Edition First edition
Published Oakland, CA : Berrett-Koehler Publishers, Inc., 2022
©2022

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Description 1 online resource (xv, 278 pages) : illustrations
Contents Introduction and Overview to The Frictionless Organization -- Understand -- Assign and Prioritize -- Eliminate -- Digitize -- Pre-empt -- Streamline -- Leverage -- Learn -- Re-design
Summary "In this book, readers will learn how to create such a seamless customer experience that their customers will have no need to contact them, reducing costs and increasing satisfaction. Authors Bill Price and David Jaffe show why less customer service is better customer service. Many organizations focus so intently on improving the way customers interact with them that they don't ask the more fundamental question of whether the interactions are needed in the first place. Every contact channel adds cost and complexity. And while customers appreciate that they can now call, chat, text, or email to check an order or resolve a problem, they appreciate not having to do anything even more. Veteran customer service experts Bill Price and David Jaffe explain how service, support, and sales can be made invisible, reducing costs and providing a better customer experience. Drawing on examples from four continents and over twenty-five countries, they provide a logical and sequential methodology that every reader can follow. Reducing contact with customers means proactively focusing on the customer perspective, which is always a good idea. This means organizations need to rethink all aspects of their business, from product and services design to quality and control. It is a whole enterprise initiative, but one with a huge upside"-- Provided by publisher
Bibliography Includes bibliographical references and index
Notes Description based on online resource; title from digital title page (viewed on December 01, 2022)
Subject Customer relations.
Customer services -- Management
Consumer satisfaction.
Service industries -- Customer services
Consumer Behavior
Consumer satisfaction
Customer relations
Customer services -- Management
Service industries -- Customer services
Form Electronic book
Author Jaffe, David, 1963- author.
LC no. 2021053259
ISBN 9781523000166
1523000163
9781523000159
1523000155