"This book is an important read for any customer experience leader or practitioner. It proves clear step-by-step instructions on how to build a strong organization and navigate common roadblocks. Plenty of great ideas to test right away!"
—Troy Stevenson, Vice President and Global Head of Community Operations, Uber
"This is Price and Jaffe's best book yet, building on their first book, The Best Service is No Service. With The Frictionless Organization, I loved the practical details and stories combined with a clear strategy to remove friction for customers and frontline staff. With their recommended actions you will be able to engage all departments and the entire C-level to work together on this critical mission.”
—Mike Baker, COO, United Healthcare Provider Operations at UnitedHealth Group
“I'd recommend this book for anyone starting a new company or expanding an existing organization so that they keep a keen eye on what frustrates customers and put in place lasting customer solutions."
—Rachael Powell, Chief Customer Officer, Xero
“If I could have only one guidebook on the digital transformation journey, this would be it. This is a playbook that every transformation leader should be using to lead their organization.”
—Scott Wesson, Chief Digital Officer, UDR
“Organizations introduce friction for many reasons and often don't realize the bad effect that it has on their customers experience. There are plenty of great examples in The Frictionless Organization that will make it easy for you to support your customers starting Monday morning!”
—Jeanne Bliss, bestselling author of Chief Customer Officer 2.0 and I Love You More Than My Dog
“ The Frictionless Organization lays out a clear and actionable success recipe that any customer care leader at any level should read. If I taught a masters class on customer care, this book would be on the syllabus!”
—Bryan Stoller, Global Head of Customer Care, United Airlines
"While everyone talks about the importance of listening to the customer and making it easier for them, this is the first book that lays out in detail how to do it. It has a treasure trove of concepts and great practices that you can easily put into rotation. "
—Kristina Rodig, Head of Customer and Market Insight, E.ON
Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.
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.
1140191091
The Frictionless Organization: Deliver Great Customer Experiences with Less Effort
Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.
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.
19.99
In Stock
5
1
The Frictionless Organization: Deliver Great Customer Experiences with Less Effort
The Frictionless Organization: Deliver Great Customer Experiences with Less Effort
FREE
with a B&N Audiobooks Subscription
Or Pay
$19.99
19.99
In Stock
Editorial Reviews
Product Details
| BN ID: | 2940190884371 |
|---|---|
| Publisher: | Ascent Audio |
| Publication date: | 06/21/2022 |
| Edition description: | Unabridged |
Videos
From the B&N Reads Blog