Audiobooks by Bill Price

The Frictionless Organization: Deliver Great Customer Experiences with Less Effort

"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."

Bill Price, David Jaffe (Author), Caroline Miller (Narrator)

Audiobook

Your Customer Rules!: Delivering the Me2B Experiences That Today's Customers Demand

"Most organizations struggle to really improve one of the most important factors of their success: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, this critical competitive edge remains out of reach for many. They key problem is that most companies fail to understand that, more than ever before, the customer is in control of the relationship. Where marketers used to think in terms of B2B or B2C, they have to start thinking 'Me2B'--that is, the way the customer relates to the company. Grounded in this shift, Your Customer Rules! reveals the truth about how the best organizations design, measure, and deliver great customer serivce experiences. Based on extensive research into top-performing organizations, Bill Price and David Jaffe have devised 7 simple principles that correspond with the highest customer retention--and therefore sustained profits. These 7 drivers of great customer experience are: You know me, you remember me You give me choices You make it easy for me You value me You trust me You surprise me withstuff that I can't imagine You make me better and let me do more Alongside these 7 drivers, the authors share examples of companies who succeed at customer experience, such as Amazon, DIRECTV, FlightCentre, Ventre-Privee, and Yamato Transport. With a simple, elegant solution for driving lasting value for customers by providing a great customer experience, Your Customer Rules! is essential reading for store managers, contact center managers, leaders of customer-facing teams, and executives."

Bill Price, David Jaffe (Author), Steven Cooper (Narrator)

Audiobook

[Spanish] - ¡Tu cliente manda!

Bill Price, David Jaffe (Author), Adriana Sananes (Narrator)

Audiobook

The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happ

"Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a “relationship” with your company’s customer service department, or do they simply want to purchase your products or services so they can put them to use? In this groundbreaking book, Bill Price and David Jaffe offer a 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 While self-service and customer relationship management are often tech-heavy and software-driven efforts, Price and Jaffe emphasize that no technology is needed to adopt a “no service” mindset - and any manager who tries to ferret out dysfunctional contacts between customers and companies can create far better, self-correcting systems."

Bill Price, David Jaffe (Author), Jim Bond (Narrator)

Audiobook