The Best Service is No Service
Published by Jossey-Bass on March 21, 2008.
With customer satisfaction and customer loyalty levels flat or declining in most industries, companies are scrambling to find solutions that meet short term necessities and provide lasting change. In The Best Service is No Service, Bill Price and co-author David Jaffe describe a paradigm shift that moves the emphasis from accepting demand to challenging demand for customer-initiated contacts.
The Best Service is No Service, available now in the United States, challenges the underlying reasons why customers find themselves having to contact companies, often over and over again for the same issue or problem and offers solutions for how companies can reduce customer contact rates significantly.
Listen to a podcast with Bill Price.