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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"-- Provided by publisher.

Record details

  • ISBN: 9781523000142 (hardcover)
  • ISBN: 1523000147 (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.

Holds

  • 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 -

LDR 03222cam a2200433 i 4500
001242179
003EG-AL
00520220818145024.8
008211029s2022 cau b 001 0 eng
010 . ‡a 2021053258
040 . ‡aDLC ‡beng ‡erda ‡cDLC ‡dYDX
020 . ‡a9781523000142 (hardcover)
020 . ‡a1523000147 (hardcover)
035 . ‡a(OCoLC)1281790232 ‡z(OCoLC)1281462003
042 . ‡apcc
05000. ‡aHF5415.5 ‡b.P679 2022
08200. ‡a658.812 PRI 2022
1001 . ‡aPrice, Bill, ‡d1950- ‡eauthor.
24514. ‡aThe frictionless organization : ‡bdeliver great customer experiences with less effort / ‡cBill Price, David Jaffe.
250 . ‡aFirst edition.
264 1. ‡aOakland, CA : ‡bBerrett-Koehler Publishers, ‡c[2022]
300 . ‡axvi, 280 pages ; ‡c24 cm
336 . ‡atext ‡btxt ‡2rdacontent
337 . ‡aunmediated ‡bn ‡2rdamedia
338 . ‡avolume ‡bnc ‡2rdacarrier
504 . ‡aIncludes bibliographical references and index.
5050 . ‡aIntroduction and Overview to The Frictionless Organization -- Understand -- Assign and Prioritize -- Eliminate -- Digitize -- Pre-empt -- Streamline -- Leverage -- Learn -- Re-design.
520 . ‡a"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"-- ‡cProvided by publisher.
650 0. ‡aCustomer relations.
650 0. ‡aCustomer services ‡xManagement.
650 0. ‡aConsumer satisfaction.
650 0. ‡aService industries ‡xCustomer services.
650 7. ‡aConsumer satisfaction. ‡2fast
650 7. ‡aCustomer relations. ‡2fast
650 7. ‡aCustomer services ‡xManagement. ‡2fast
650 7. ‡aService industries ‡xCustomer services. ‡2fast
7001 . ‡aJaffe, David, ‡d1963- ‡eauthor.
77608. ‡iOnline version: ‡aPrice, Bill, 1950- ‡tFrictionless organization ‡bFirst edition. ‡dOakland, CA : Berrett-Koehler Publishers, [2022] ‡z9781523000159 ‡w(DLC) 2021053259
852 . ‡aAPLS ‡bAPLS ‡cProfessional Development ‡gBOOK ‡j658.812 PRI 2022 ‡p31291002950846 ‡sAvailable
905 . ‡ujdarby
901 . ‡aon1281790232 ‡bOCoLC ‡c242179 ‡tbiblio ‡soclc
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