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. 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.
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Adriana Sananes is an award-winning actress and an Earphones Award–winning audiobook narrator. She narrated the documentary Children of Fate, winner of the Grand Jury Prize at the Sundance Film Festival and nominated for an Academy Award, and has recorded over eighty bestsellers including Loving Che, The Dark Bride, My Sister Frida, The Dirty Girls Social Club, the Grammy-nominated Brown Bear Series by Eric Carle, and the Audie-nominated How the García Girls Lost Their Accent by Julia Álvarez.
Jim Bond is a writer and audiobook narrator who has voiced nearly two hundred titles including Blood Is the Sky, Escape the Rat Race, A Thousand Country Roads, and many of the Chicken Soup for the Soul series of books.
Caroline Miller is a professional voice over artist with works ranging from audiobooks and e-learning to medical narration and broadcast media recordings.