The Best Service is No Service
The new LimeBridge book, "The Best Service is No Service", co-written by Bill Price and David Jaffe launched in April 2008. It is published by Wiley and initial sales are lining it up to be one of the biggest business books this year. We know of organisations who have bought 150 copies for their customer operations and business improvement teams!
Most customers don't get up in the morning wanting to call their utility/insurance/mobile phone provider and so this book challenges why they have to. This book describes moving the emphasis from coping with customer demand to "challenging demand" for customer-initiated contacts. It explains, using case studies ranging from Amazon.com to Virgin Mobile, how companies can significantly reduce customer contact rates and provide "Fast+Simple" experiences to their customers.
In answer to Budd and LimeBridge's mission of "How do we stop doing dumb things to our customers and people?" the book demonstrates how to systematically address and remove the dumb things and in the process save up to 80% of the operating costs of unnecessary contact.
It will help the reader understand a very different approach to service that most consumers are clamouring for but few companies deliver - that everything should work so well that they don't need to contact companies for service at all. When customers do make contact, companies should learn from those interactions to improve their products and services.
"The Best Service is No Service" will appeal to those responsible for customer service and those who experience it. It's primarily aimed at the CEO and their direct reports who keep hearing that customer service is slipping and are looking for a brand new approach to create better customer experiences while also containing costs.
Click here to listen to the author, Bill Price, talk about the book (mp3 file)
Click here to preview some of the book
Click here to read in detail at "Best Service" processes and how Budd can help you put "Best Service" into your busines.
Read what leading industry figures such as Don Peppers and Jeanne Bliss think of the book.
or go straight to Amazon and buy it:
Bill Price
Bill co-founded the LimeBridge Global Alliance with Peter Massey. He was Amazon.com's first Vice President of global customer service before founding Driva Solutions in the US. He facilitates the GOC, the US equivalent of the CCO Forum.
David Jaffe
David is Consulting Director of LimeBridge Australia. He is a sought after speaker at conferences on service and sales improvement. He facilitates the CCO Forum in Australia.
