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Author: Bill Price Publisher: National Geographic Books ISBN: 1523000147 Category : Business & Economics Languages : en Pages : 0
Book Description
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.
Author: Bill Price Publisher: National Geographic Books ISBN: 1523000147 Category : Business & Economics Languages : en Pages : 0
Book Description
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.
Author: Bill Price Publisher: Berrett-Koehler Publishers ISBN: 1523000155 Category : Business & Economics Languages : en Pages : 300
Book Description
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.
Author: Anthony Coundouris Publisher: ISBN: 9781731597212 Category : Languages : en Pages : 192
Book Description
run frictionless helps founders scale out of a sales role, using a decision-making framework called the 4Qs.The mistake founders and high performing salespeople make is trying to scale up the business by replacing themselves with another human being. Simply, there isn't another human like you looking for a job. Those who are good at selling are busy doing their own startup, not working for you. Scale up a business and free the founder of sales role There are a few things you can try to free a founder from a sales role. One. Don't worry, keep growing. Two. Stop growing the business. Or three, hire a replacement. These are not effective! Over time they will fail you.run frictionless presents an alternative - an option nobody is talking about. Scaling the business with a sales system.A sales system spells out the formula required to make a customer, in a clearly understood sequence. It is similar to a sales funnel or sales process, only more comprehensive. It will tell you the precise number of interactions required to make a customer. If you serve small businesses, this could be 15 interactions. If you serve enterprise forms it could number 25 or more interactions. Predict sales. Distill a sale process to a handful of customer interactions you can teach the whole organization. Win a customer, and know why you won that customer. Get more leads. The book offers several pre-designed customer flows to improve sales you can use right away. Imagine how much business you're turning away, simply because you're not starting conversations with customers the way they want. Better decision-making. If you are going to free the founder, staff have to learn to think like the founder. Make everyone accountable with an easy-to-use framework called the 4Qs. Sell 24/7. Automation moves the customers through a sales system even when the salesforce or founder is not at their desk. Scaling up the startup with a sales system A sales system is key to scaling up a startup. If staff follow the formula, you can predict the odds of creating a customer. Imagine a sales system as a series of dials. Turn the dials and you make an improvement. It is not uncommon to improve sales by 25 percent just by turning a dial. You didn't re-engineer the business or substitute staff. Building lasting sales teams Another benefit of a sales system is it augments your workforce. The best people are working on the highest value tasks, and other tasks can be carried out by less experienced folk. The intellectual property of how a customer is made is in the sales system. Each salesperson needs only understand the part of the system where they contribute. Design your own sales system run frictionless will teach you how to design a sales system, using a framework called the 4Qs. It doesn't matter if you are a fintech startup or a traditional medical practice operating for five years. The 4Qs will take what you know intuitively and organize this knowledge into four powerful quadrants, making it easy to run frictionless.
Author: Jim Whitehurst Publisher: Harvard Business Press ISBN: 1625275277 Category : BUSINESS & ECONOMICS Languages : en Pages : 246
Book Description
This is a story of reinvention. Jim Whitehurst, celebrated president and CEO of one of the world's most revolutionary software companies, tells first-hand his journey from traditional manager (Delta Air Lines, Boston Consulting Group) and “chief” problem solver to CEO of one of the most open organizational environments he'd ever encountered. This challenging transition, and what Whitehurst learned in the interim, has paved the way for a new way of managing—one this modern leader sees as the only way companies will successfully function in the future. Whitehurst says beyond embracing the technology that has so far disrupted entire industries, companies must now adapt their management and organizational design to better fit the Information Age. His mantra? “Adapt or die.” Indeed, the successful company Whitehurst leads—the open source giant Red Hat—has become the organizational poster child for how to reboot, redesign, and reinvent an organization for a decentralized, digital age. Based on open source principles of transparency, participation, and collaboration, “open management” challenges conventional business ideas about what companies are, how they run, and how they make money. This book provides the blueprint for putting it into practice in your own firm. He covers challenges that have been missing from the conversation to date, among them: how to scale engagement; how to have healthy debates that net progress; and how to attract and keep the “Social Generation” of workers. Through a mix of vibrant stories, candid lessons, and tested processes, Whitehurst shows how Red Hat has blown the traditional operating model to pieces by emerging out of a pure bottom up culture and learning how to execute it at scale. And he explains what other companies are, and need to be doing to bring this open style into all facets of the organization. By showing how to apply open source methods to everything from structure, management, and strategy to a firm's customer and partner relationships, leaders and teams will now have the tools needed to reach a new level of work. And with that new level of work comes unparalleled success. The Open Organization is your new resource for doing business differently. Get ready to make traditional management thinking obsolete.
Author: Blake Morgan Publisher: HarperCollins Leadership ISBN: 1400213649 Category : Business & Economics Languages : en Pages : 225
Book Description
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
Author: Roger Dooley Publisher: McGraw Hill Professional ISBN: 1260135705 Category : Business & Economics Languages : en Pages : 320
Book Description
In 2016, $4.6 trillion of merchandise was left in abandoned e-commerce shopping carts. Every year, the U.S. economy loses $3 trillion dollars in productivity due to excess bureaucracy. Red tape and over-complicated licenses have contributed to China’s GDP exceeding India’s by $82 trillion over the span of just three decades. If you’re a business leader, these statistics should give you nightmares. According to science-based marketing and business expert Roger Dooley, they illustrate the real and growing threat of “friction,” which he defines as the unnecessary expenditure of time, effort, or money in performing a task. In today's high-speed, customer-empowered world, the levels of swiftness and efficiency of business transactions will determine ultimate success or failure. In this groundbreaking guide, Dooley helps you spot the inevitable points of friction in your organization, and he provides the tools and insight you need to eliminate them. By truly understanding the impact friction can have, you’ll be able to establish positive habits and eliminate negative ones—all with the end result of building a company that’s the envy of your industry. Friction takes you step-by-step through the process of: •Empowering frank conversations•Guiding individual and team behaviors•Getting ahead of friction •Optimizing the customer experience •Building a frictionless corporate culture Combining scientific research with real-life examples of leaders who have conquered business friction, Dooley teaches you how to identify roadblocks, alter them for the benefit of both business and customer, and create positive, lasting change. If you’re in a leadership position, now is the time to declare war on friction—before your competitors do. Stamp out ridiculous rules, pointless procedures, and meaningless meetings. Become a relentless advocate for the customer and for minimizing customer effort. Lubricate every point of friction and make your company run like a well-oiled machine. Friction provides the know-how you need to lead your company to industry dominance.
Author: Jeff Rosenblum Publisher: powerHouse Books ISBN: 157687883X Category : Business & Economics Languages : en Pages : 104
Book Description
Every industry around the globe is being completely disrupted. Stalwart brands are losing market share to upstarts that capture our collective consciousness. Trillions of dollars are at stake. Brands know a new approach is needed. But most don’t realize the strategic underpinnings need to change. Great brands are no longer built through interruptive advertisements. Friction argues that brands don't simply need clever messages or new, shiny technologies. They need a fundamental change in strategy. Friction provides a system for embracing transparency, engaging audiences, creating evangelists, and unleashing unprecedented growth. The authors of Friction have worked on some of the industry's most innovative assignments for the world’s most successful brands. This groundbreaking book reveals how corporations can divorce themselves from legacy business models to create a passion brand. A brand that breaks its addiction to traditional advertising. A brand that empowers its customers. A brand that dominates the competition.
Author: Maija-Leena Huotari Publisher: IGI Global ISBN: 9781591402206 Category : Business & Economics Languages : en Pages : 378
Book Description
Annotation Trust in Knowledge Management and Systems in Organizations highlights the complexity of the invisible phenomenon of trust challenged by the global economy. The book includes fresh insights, novel theoretical frameworks, and empirical results and ideas for future research. The eleven chapters explore the multidisciplinary nature of the concepts of trust and KM. The concept of trust is analyzed by presenting its extensive description in relation to knowledge and information-intensive activities and systems.
Author: Bill Price
Author: Bill Price
Author: Bill Price
Author: Anthony Coundouris
Author: Jim Whitehurst
Author: Blake Morgan
Author: Roger Dooley
Author: Will Thomas Hale
Author: Jeff Rosenblum
Author: Maija-Leena Huotari
Author: Clay Shirky