In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Filled with detailed, behind-the-scenes examples, this award-winning book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better ...
BOOK PRESENTATION: THE BEST SERVICE IS NO SERVICE BY BILL PRICE AND DAVID JAFFE BOOK ABSTRACT MAIN IDEA Customers buy your products and services because they want to enjoy or use what's offered to achieve their own goals.
FOSTER. CREATIVE. DELIGHT. Create delight by hiring good people; giving them first-rate training, tools, and information; and providing them with solid motivation and incentives along with caring, competent management and a good working ...
In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology.
This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue.
Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
The third publication in MSP University's bestselling Managed Services Series, this edition covers all aspects of delivering I.T. and technical services to end-customers through four types of service delivery models.
This book explains the ‘why’ and 'how' of Digital Customer Service wrapped in a creative, fun-to-read narrative." Shep Hyken Author, The Convenience Revolution and I’ll Be Back
Whether they are called clients, customers, constituents, or, in Disney-speak, guests, all organizations must best serve the people who purchase their products and services or risk losing them. Now, for...
The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal.