The frictionless organization

• Verfasst von: Price, Bill [VerfasserIn]
• Verfasst von: Jaffe, David [VerfasserIn]
• Titel: The frictionless organization
• Titelzusatz: deliver great customer experiences with less effort
• Verf.angabe: Bill Price & David Jaffe
• Ausgabe: First edition.
• Verlagsort: Oakland, CA
• Verlag: Berrett-Koehler Publishers
• E-Jahr: 2022
• Jahr: [2022]
• Umfang: 1 online resource
• Fussnoten: Includes bibliographical references and index. - Description based on print version record and CIP data provided by publisher; resource not viewed
• ISBN: 978-1-5230-0016-6
• ISBN: 1-5230-0016-3
• ISBN: 978-1-5230-0015-9
• ISBN: 1-5230-0015-5
• Datenträger: Online-Ressource
• Sprache: eng
• Bibliogr. Hinweis: Erscheint auch als : Druck-Ausgabe
• Sach-SW: Service à la clientèle ; Gestion
• Sach-SW: Consommateurs ; Satisfaction
• Sach-SW: Services (Industrie) ; Service à la clientèle
• Sach-SW: Consumer satisfaction
• Sach-SW: Customer relations
• Sach-SW: Customer services ; Management
• Sach-SW: Service industries ; Customer services
• Sach-SW: Electronic books
• K10plus-PPN: 1801774374
• K10plus-PPN:
  Universitätsbibliothek
• Lokale URL UB: Zum Volltext
• Lokale URL UB: Bibliothek der Medizinischen Fakultät Mannheim der Universität Heidelberg
• Bibliothek/Idn: UW / m4133998898
• Lokale URL Inst.: Zum Volltext

Abstract

"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"--