The Frictionless Organization by Bill Price

The Frictionless Organization by Bill Price

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.

David S. Jaffe is Vice President, Legal Advocacy in the Office of the General Counsel for the National Association of Home Builders in Washington, D.C. where he specializes in industry advocacy with an emphasis on construction law and risk management. Mr. Jaffe focuses on anticipating and identifying legal issues of concern to builders and proactively developing effective legal strategies to help them minimize their liability and improve their business performance. He also oversees NAHB's Legal Research Program and is the co-author of Contracts and Liability (5th edition) and is the author of Warranties and Disclaimers for Builders and Warranties and Disclaimers for Remodelers and co-author of Warranties for Builders and Remodelers (2nd edition). David Crump is the Director of Legal Research for NAHB's Office of the General Counsel. David administers NAHB's Legal Research Program, and provides construction liability guidance on a diverse range of subjects from immigration enforcement to green building liability. His publications include Contracts and Liability - 5th Edition, Warranties for Builders and Remodelers - 2nd Edition, and Copyright Law for Homebuilders. His article, The Risks and Rewards of Green Building, was published in the New Jersey Law Journal. David is a graduate of The University of Virginia School of Law, and frequently speaks at NAHB educational programs on housing related legal issues. His 35 plus years of legal experience include 19 years as the municipal attorney for Front Royal, Virginia, and 6 years as General District Court Judge for Virginia's 26th Judicial Circuit. FELICIA WATSON serves as senior counsel with the National Association of Home Builders (NAHB's) Office of General Counsel where her practice focuses on construction liability, building materials, and international trade issues. She also assists NAHB and members with compliance and litigation related to the Americans with Disabilities Act, and has written amicus briefs in support of the Association and members concerning the Clean Water Act, construction liability and economic loss claims, standing in Fair Housing Act litigation, and transfer to the Multidistrict Litigation for Chinese drywall insurance coverage. Ms. Watson is the co-author of Warranties for Builders and Remodelers published by BuilderBooks, and is a frequent speaker at NAHB educational programs on a variety of legal issues. Prior to joining NAHB, she practiced law in Washington, D.C. focusing on administrative, regulatory and civil litigation, the Foreign Corrupt Practices Act, and nonjusticiable political questions involving state succession. Ms. Watson also served as a Deputy Prosecuting Attorney prosecuting felony domestic violence cases and providing annual evidentiary training for local law enforcement. Ms. Watson is admitted to the bars of the District of Columbia, Washington and the U.S. Supreme Court, and a number of federal circuit courts of appeal. She received her J.D. from Gonzaga University School of Law and an LL.M. in International & Comparative Law from Georgetown University Law Center. She also holds a B.A. from Seattle University.

SKU	Unavailable
ISBN 13	9781523000142
ISBN 10	1523000147
Title	The Frictionless Organization
Author	Bill Price
Condition	Unavailable
Binding Type	Hardback
Publisher	Berrett-Koehler Publishers
Year published	2022-06-21
Number of pages	288
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.