DAVID JAFFE is the founder and co-owner of LimeBridge Australia, which specializes in improving customer experience and operations in large companies. In 2004, Jaffe founded the Chief Customer Officer Forum in Australia, which has a membership of 35 leading companies. He’s the co-author The Frictionless Organization: Deliver Great Customer Experiences with Less Effort(Berrett-Koehler Publishers; June 21, 2022) and of the bestseller The Best Service Is No Service,Your Customer Rules! Learn more at frictionlessorg.com.
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If there’s one truth in business, it’s that customers don’t want to contact you. Yet most companies keep giving customers every wrong reason to: faulty products, late deliveries, murky instructions, and self-service that’s impossible to use.
What would happen if this hair-pulling, stressful “friction” was removed? Customers would flock to you.
Megabrands like Amazon, Apple, Dyson, and USAA understand that the easier they are to deal with, the less customers notice them—and, counterintuitively, the more customers eagerly come back to buy more. This creates a virtuous cycle competitors struggle to match: by designing products, sales, and support to be “frictionless,” these savvy companies slash customer service costs, supercharge revenue, and create loyal fans for life.
“It sounds too good to be true, but removing friction for customers really is a miracle cure,” say veteran customer service experts and industry insiders BILL PRICE and DAVID JAFFE, authors of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort (Berrett-Koehler Publishers; June 21, 2022).
Tune in and discover:
Learn proven strategies to remove friction from any business, from startups to major multinational corporations.
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