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The frictionless organization : deliver great customer experiences with less effort /
"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 organization...
| Call Number: | Libro Electrónico |
|---|---|
| Main Authors: | , |
| Format: | Electronic eBook |
| Language: | Inglés |
| Published: |
Oakland, CA :
Berrett-Koehler Publishers, Inc.,
2022.
|
| Edition: | First edition. |
| Subjects: | |
| Online Access: | Texto completo (Requiere registro previo con correo institucional) |
MARC
| LEADER | 00000cam a2200000 i 4500 | ||
|---|---|---|---|
| 001 | OR_on1281785634 | ||
| 003 | OCoLC | ||
| 005 | 20231017213018.0 | ||
| 006 | m o d | ||
| 007 | cr cnu---unuuu | ||
| 008 | 211029t20222022caua ob 001 0 eng | ||
| 010 | |a 2021053259 | ||
| 040 | |a DLC |b eng |e rda |e pn |c DLC |d OCLCF |d OCLCO |d ORMDA |d OCLCO |d MMI |d WAU |d YDX |d K6U |d UKAHL |d YDX |d OCLCQ | ||
| 019 | |a 1281461413 | ||
| 020 | |a 9781523000166 |q electronic book | ||
| 020 | |a 1523000163 |q electronic book | ||
| 020 | |a 9781523000159 |q electronic book | ||
| 020 | |a 1523000155 |q electronic book | ||
| 020 | |z 9781523000142 |q hardcover ; |q alkaline paper | ||
| 029 | 1 | |a AU@ |b 000070126557 | |
| 035 | |a (OCoLC)1281785634 |z (OCoLC)1281461413 | ||
| 037 | |a 9781523000166 |b O'Reilly Media | ||
| 042 | |a pcc | ||
| 050 | 0 | 4 | |a HF5415.5 |b .P679 2022 |
| 082 | 0 | 0 | |a 658.8/12 |2 23/eng/20211029 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Price, Bill, |d 1950- |e author. | |
| 245 | 1 | 4 | |a The frictionless organization : |b deliver great customer experiences with less effort / |c Bill Price, David Jaffe. |
| 250 | |a First edition. | ||
| 264 | 1 | |a Oakland, CA : |b Berrett-Koehler Publishers, Inc., |c 2022. | |
| 264 | 4 | |c ©2022 | |
| 300 | |a 1 online resource (xv, 278 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a Introduction and Overview to The Frictionless Organization -- Understand -- Assign and Prioritize -- Eliminate -- Digitize -- Pre-empt -- Streamline -- Leverage -- Learn -- Re-design. | |
| 520 | |a "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"-- |c Provided by publisher. | ||
| 588 | |a Description based on online resource; title from digital title page (viewed on December 01, 2022). | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer relations. | |
| 650 | 0 | |a Customer services |x Management. | |
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Service industries |x Customer services. | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 6 | |a Service à la clientèle |x Gestion. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 6 | |a Services (Industrie) |x Service à la clientèle. | |
| 650 | 7 | |a Consumer satisfaction. |2 fast |0 (OCoLC)fst00876403 | |
| 650 | 7 | |a Customer relations. |2 fast |0 (OCoLC)fst00885533 | |
| 650 | 7 | |a Customer services |x Management. |2 fast |0 (OCoLC)fst00885552 | |
| 650 | 7 | |a Service industries |x Customer services. |2 fast |0 (OCoLC)fst01113418 | |
| 700 | 1 | |a Jaffe, David, |d 1963- |e author. | |
| 776 | 0 | 8 | |i Print version: |a Price, Bill, 1950- |t Frictionless organization |b First edition. |d Oakland, CA : Berrett-Koehler Publishers, [2022] |z 9781523000142 |w (DLC) 2021053258 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9781523000166/?ar |z Texto completo (Requiere registro previo con correo institucional) |
| 938 | |a Askews and Holts Library Services |b ASKH |n AH40438014 | ||
| 938 | |a YBP Library Services |b YANK |n 302820963 | ||
| 994 | |a 92 |b IZTAP | ||