The Best Service Is No Service by Bill Price
How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
This book argues that the highest form of customer service is designing products, processes and systems so customers never have to ask for help, and it outlines practical strategies to get there: identify and eliminate root causes of contact, measure and reduce customer effort and cost-to-serve, redesign cross-functional workflows, and invest in proactive notifications, self-service and automation. It shows how to use data and simple metrics to prioritize fixes, align incentives across product, operations and support teams, and shift resources from firefighting to prevention, ultimately lowering costs, improving satisfaction and creating a smoother experience for both customers and employees.
- Published
- 2008
- Nationality
- American
- Length
- Unknown
- Pages
- Unknown
- Original Language
- English
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- Alternate Titles
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