The Frictionless Organization

“This book is an important read for any customer experience leader or practitioner. It proves clear step-by-step instructions on how to build a strong organization and navigate common roadblocks. Plenty of great ideas to test right away!”—Troy Stevenson, Vice President and Global Head of Community Operations, Uber “This is Price and Jaffe’s best book yet, building on their first book, The Best Service is No Service. With The Frictionless Organization, I loved the practical details and stories combined with a clear strategy to remove friction for customers and frontline staff. With their recommended actions you will be able to engage all departments and the entire C-level to work together on this critical mission.” —Mike Baker, COO, United Healthcare Provider Operations at UnitedHealth Group “I’d recommend this book for anyone starting a new company or expanding an existing organization so that they keep a keen eye on what frustrates customers and put in place lasting customer solutions.” —Rachael Powell, Chief Customer Officer, Xero “If I could have only one guidebook on the digital transformation journey, this would be it. This is a playbook that every transformation leader should be using to lead their organization.” —Scott Wesson, Chief Digital Officer, UDR “Organizations introduce friction for many reasons and often don’t realize the bad effect that it has on their customers experience. There are plenty of great examples in The Frictionless Organization that will make it easy for you to support your customers starting Monday morning!” —Jeanne Bliss, bestselling author of Chief Customer Officer 2.0 and I Love You More Than My Dog “ The Frictionless Organization lays out a clear and actionable success recipe that any customer care leader at any level should read. If I taught a masters class on customer care, this book would be on the syllabus!” —Bryan Stoller, Global Head of Customer Care, United Airlines “While everyone talks about the importance of listening to the customer and making it easier for them, this is the first book that lays out in detail how to do it. It has a treasure trove of concepts and great practices that you can easily put into rotation. “—Kristina Rodig, Head of Customer and Market Insight, E.ON

Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, dedicated to creating highly effective customer contact strategies and operations. He has more than thirty-five years experience directing major operations and consulting to more than 160 leading companies.

David Jaffe is the founder and coowner of LimeBridge Australia, which specializes in improving the customer experience and operations in large companies. In 2004, Jaffe founded the Chief Customer Officer Forum in Australia, which has a membership of thirty-five leading companies.

Price and Jaffe are the coauthors of The Best Service Is No Service and Your Customer Rules!

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