The Frictionless Organization - Price, Bill; Jaffe, David
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"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…mehr

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Produktbeschreibung
"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"--
Autorenporträt
Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, dedicated to creating highly effective customer contact strategies and operations. He has more than thirty-five years experience directing major operations and consulting to more than 160 leading companies. David Jaffe is the founder and coowner of LimeBridge Australia, which specializes in improving the customer experience and operations in large companies. In 2004, Jaffe founded the Chief Customer Officer Forum in Australia, which has a membership of thirty-five leading companies.   Price and Jaffe are the coauthors of The Best Service Is No Service and Your Customer Rules!