Description: Frictionless Organization : Deliver Great Customer Experiences With Less Effort, Hardcover by Price, Bill; Jaffe, David, ISBN 1523000147, ISBN-13 9781523000142, Like New Used, Free shipping in the US "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 andcomplexity. 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. Itis a whole enterprise initiative, but one with a huge upside"--
Price: 24.52 USD
Location: Jessup, Maryland
End Time: 2025-02-06T15:56:19.000Z
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Return shipping will be paid by: Buyer
All returns accepted: Returns Accepted
Item must be returned within: 14 Days
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Book Title: Frictionless Organization : Deliver Great Customer Experiences with Less Effort
Number of Pages: 304 Pages
Language: English
Publisher: Berrett-Koehler Publishers, Incorporated
Publication Year: 2022
Item Height: 1.1 in
Topic: Consumer Behavior, Customer Relations, Commerce, Strategic Planning
Genre: Business & Economics
Item Weight: 18.4 Oz
Item Length: 9.3 in
Author: David Jaffe, Bill Price
Item Width: 6.4 in
Format: Hardcover
