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.
This book will help any customer-facing organization deliver better
customer experiences, save money, and increase revenue. Veteran customer
service experts Bill Price and David Jaffe, coauthors of the bestseller
The Best Service Is No Service, explain how organizations can design
products, sales, and support so that customer effort is reduced or,
better still, removed. This simplicity for the customer is what Price
and Jaffe call frictionless.
The book defines a straightforward methodology, drawing on more than
thirty practical examples from leading companies across four continents.
The approach provides a radically different way for the whole business
to focus on the customer experience. It explains how any organization
can look at all customer interactions as potential opportunities for
improvement and question whether they are helpful or represent symptoms
of friction.
Lower friction innovators are disrupting established businesses in every
industry. This detailed guide shows how any business--from start-ups to
major multinational corporations--can remove friction. Being
frictionless has become a strategic necessity, and now this strategy is
available to any organization.
