Jeanne Bliss

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.

What if you could guarantee your customers an amazing experience, and then deliver on that promise every time? The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations. Discover what truly motivates customers to buy from you.Earn your customers' trust with an experience guarantee.Avoid service failures that cause customer churn.Get an inside look at how leading organizations use experience guarantees to fuel customer-driven growth. Learn the real reasons people love these companies and remain loyal customers. Discover how brands, products, and even individual employees use the Guaranteed Customer Experience model to stand out from the competition. Creating a consistently great customer experience doesn't have to be a complicated and daunting task. The Guaranteed Customer Experience will help whether you're looking for a model that's easy to implement and understand, or you're trying to find a critical piece that's been missing from previous customer experience initiatives.