Cover Image

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...

Full description

Bibliographic Details
Main Authors: Price, Bill, 1950- (Author), Jaffe, David, 1963- (Author)
Format: eBook
Language:English
Published: Oakland, CA : Berrett-Koehler Publishers, Inc., 2022.
Edition:First edition.
Subjects:
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.
Online Access:Connect to the full text of this electronic book
Table of Contents:
  • Introduction and Overview to The Frictionless Organization
  • Understand
  • Assign and Prioritize
  • Eliminate
  • Digitize
  • Pre-empt
  • Streamline
  • Leverage
  • Learn
  • Re-design.