In this groundbreaking book, Bill Price and David Jaffe offer a new, 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": 
<ul>
<li>Eliminate dumb contacts</li> <li>Create engaging self-service</li> <li>Be proactive</li> <li>Make it easy to contact your company</li> <li>Own the actions across the company</li> <li>Listen and act</li> <li>Deliver great service experiences</li> </ul>

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

Business & Money

Price, Bill

Jaffé, David

Processes & Infrastructure

Jossey-Bass

Reduce or eliminate litigation costs by learning how to write better contracts from the start. With illustrative cases, sample language, and current guidelines for potential clauses of a contract between a builder and buyer or remodeler and homeowner. This edition also covers warranties and disclaimers, environmental issues, inspections, and trade contracts with other team members. Includes sections on mold, arsenic, and notices.

Contracts And Liability

Crump, David

Business

BuilderBooks

Profit from the legal wisdom of the National Association of Home Builders staff attorneys! The authors provide new information about warranties based on research for NAHB members on hundreds of warranty issues. The second edition of Warranties for Builders and Remodelers helps inform and protect builders and remodelers. It addresses the changes to state statutes of repose applicable to construction and changes and additions to the mandatory notice provisions in states that have these laws. Warranties for Builders and Remodelers, second edition, presents • Clear explanations of implied warranties, statutory warranties, warranties imposed by courts, and more • Sample language and formats for warranty documents • Your rights and responsibilities and the recommended practices and procedures • Tips for drafting warranties that really work • State-by-state list of cases and statutes applicable to construction claims Builder and remodeler warranties are among the most important issues affecting the construction industry. With the guidance of your attorney and this book, you can learn how to properly use warranties to market your services and avoid expensive mistakes. “Even an old nail driver like me can understand and use Warranties for Builders and Remodelers to redraw my contract. This book is long overdue.” --Willard “Buddy” Hughes, Hughes Construction Co., Lexington, NC

Warranties For Builders & Remodelers

Economics

This catalogue contains a reproduction and complete description of each of more than 400 European paintings in the Getty Museum.

A Summary Catalogue of European Paintings in the J. Paul Getty

Arts & Photography

History & Criticism

Oxford University Press

Sat Preparatory Flash Cards: 500 Math and Vocabulary Questions and Answers

Children's Books

Williamson Pub

The New College Financial Aid System: Making It Work for You

Politics & Social Sciences

Social Sciences

Council Oak Books

What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips―and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"―one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices―and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels―business owners, marketing managers, and anyone who works directly with customers.

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

Management & Leadership

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 new, 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.

The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

BRILLIANCE AUDIO ^

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.\nThis 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.\nThe 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.\nLower 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.

The Frictionless Organization: Deliver Great Customer Experiences with Less Effort

Berrett-Koehler Publishers

See the best price to sell, buy, or rent books by Jaffé, David. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Jaffé, David