Record Details

Catalog Search

Back To Results
Showing Item 5 of 6

The frictionless organization : deliver great customer experiences with less effort  Cover Image Book Book

The frictionless organization : deliver great customer experiences with less effort

Price, Bill 1950- (author.). Jaffe, David, 1963- (author.).

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"--

Record details

  • ISBN: 1523000147 (hardcover)
  • ISBN: 9781523000142 (hardcover)
  • Physical Description: xvi, 280 pages ; 24 cm
  • Edition: First edition.
  • Publisher: Oakland, CA : Berrett-Koehler Publishers, [2022]

Content descriptions

Bibliography, etc. Note: Includes bibliographical references and index.
Formatted Contents Note: Introduction and Overview to The Frictionless Organization -- Understand -- Assign and Prioritize -- Eliminate -- Digitize -- Pre-empt -- Streamline -- Leverage -- Learn -- Re-design.
Subject: Customer relations
Customer services Management
Consumer satisfaction
Service industries Customer services
Consumer satisfaction
Customer relations
Customer services Management
Service industries Customer services

Available copies

  • 1 of 1 copy available at State Library of Alabama.


  • 0 current holds with 1 total copy.
Show Only Available Copies
Location Call Number / Copy Notes Barcode Shelving Location Status Due Date
APLS 658.812 31291002950846 Stacks Available -

Back To Results
Showing Item 5 of 6

Additional Resources