The frictionless organization: deliver great customer experiences with less effort
"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 organization...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Oakland, CA
Berrett-Koehler Publishers, Inc.
2022
|
| Edition: | First edition. |
| Subjects: | |
| Links: | https://learning.oreilly.com/library/view/-/9781523000166/?ar |
| 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"-- |
| Item Description: | Includes bibliographical references and index. - Description based on online resource; title from digital title page (viewed on December 01, 2022) |
| Physical Description: | 1 online resource (xv, 278 pages) illustrations |
| ISBN: | 9781523000166 1523000163 9781523000159 1523000155 |
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| 100 | 1 | |a Price, Bill |d 1950- |e VerfasserIn |4 aut | |
| 245 | 1 | 4 | |a The frictionless organization |b deliver great customer experiences with less effort |c Bill Price, David Jaffe |
| 250 | |a First edition. | ||
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| 500 | |a Includes bibliographical references and index. - Description based on online resource; title from digital title page (viewed on December 01, 2022) | ||
| 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"-- | ||
| 650 | 0 | |a Customer relations | |
| 650 | 0 | |a Customer services |x Management | |
| 650 | 0 | |a Consumer satisfaction | |
| 650 | 0 | |a Service industries |x Customer services | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 4 | |a Service à la clientèle ; Gestion | |
| 650 | 4 | |a Consommateurs ; Satisfaction | |
| 650 | 4 | |a Services (Industrie) ; Service à la clientèle | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer relations | |
| 650 | 4 | |a Customer services ; Management | |
| 650 | 4 | |a Service industries ; Customer services | |
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| dewey-raw | 658.8/12 |
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | First edition. |
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| spelling | Price, Bill 1950- VerfasserIn aut The frictionless organization deliver great customer experiences with less effort Bill Price, David Jaffe First edition. Oakland, CA Berrett-Koehler Publishers, Inc. 2022 ©2022 1 online resource (xv, 278 pages) illustrations Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier Includes bibliographical references and index. - Description based on online resource; title from digital title page (viewed on December 01, 2022) "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"-- Customer relations Customer services Management Consumer satisfaction Service industries Customer services Consumer Behavior Service à la clientèle ; Gestion Consommateurs ; Satisfaction Services (Industrie) ; Service à la clientèle Customer services ; Management Service industries ; Customer services Jaffe, David 1963- VerfasserIn aut 9781523000142 Erscheint auch als Druck-Ausgabe 9781523000142 |
| spellingShingle | Price, Bill 1950- Jaffe, David 1963- The frictionless organization deliver great customer experiences with less effort Customer relations Customer services Management Consumer satisfaction Service industries Customer services Consumer Behavior Service à la clientèle ; Gestion Consommateurs ; Satisfaction Services (Industrie) ; Service à la clientèle Customer services ; Management Service industries ; Customer services |
| title | The frictionless organization deliver great customer experiences with less effort |
| title_auth | The frictionless organization deliver great customer experiences with less effort |
| title_exact_search | The frictionless organization deliver great customer experiences with less effort |
| title_full | The frictionless organization deliver great customer experiences with less effort Bill Price, David Jaffe |
| title_fullStr | The frictionless organization deliver great customer experiences with less effort Bill Price, David Jaffe |
| title_full_unstemmed | The frictionless organization deliver great customer experiences with less effort Bill Price, David Jaffe |
| title_short | The frictionless organization |
| title_sort | frictionless organization deliver great customer experiences with less effort |
| title_sub | deliver great customer experiences with less effort |
| topic | Customer relations Customer services Management Consumer satisfaction Service industries Customer services Consumer Behavior Service à la clientèle ; Gestion Consommateurs ; Satisfaction Services (Industrie) ; Service à la clientèle Customer services ; Management Service industries ; Customer services |
| topic_facet | Customer relations Customer services Management Consumer satisfaction Service industries Customer services Consumer Behavior Service à la clientèle ; Gestion Consommateurs ; Satisfaction Services (Industrie) ; Service à la clientèle Customer services ; Management Service industries ; Customer services |
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