The Frictionless Organization

The Frictionless Organization : Deliver Great Customer Experiences with Less Effort

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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.
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Product details

  • Hardback | 288 pages
  • 152 x 229 x 27.94mm | 521.63g
  • United States
  • English
  • 1523000147
  • 9781523000142
  • 932,631

Review quote

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
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About Bill Price

Bill Price was Amazon's first global vice president of customer service and is the founder and president of Driva Solutions, dedicated to creating highly effective customer contact strategies and operations. He has more than thirty-five years experience directing major operations and consulting to more than 160 leading companies.

David Jaffe is the founder and coowner of LimeBridge Australia, which specializes in improving the customer experience and operations in large companies. In 2004, Jaffe founded the Chief Customer Officer Forum in Australia, which has a membership of thirty-five leading companies.

Price and Jaffe are the coauthors of The Best Service Is No Service and Your Customer Rules!
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