The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs, by Bill Price and David Jaffe Dominic Monkhouse, general manager, PEER 1
The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs, by Bill Price and David Jaffe Dominic Monkhouse, general manager, PEER 1
The writers start off by pointing out that while certain areas of business have seen unprecedented innovation, customer service has generally been left behind. They cite a widening gap between a minority of organisations that excel in customer service and the majority which have forgotten what the customer needs and how to satisfy them.
If, like me, you are in a business where customer service is crucial, then this book needs to be on your reading list. Not only does it force you to have a long, hard look at your organisation from your customer’s perspective, it is also full of case studies about how to get it right.
For example, Amazon managed to grow its revenues by 400 per cent without increasing the size of its customer service team. This book covers how that was done – showing how important it is to not just deliver a great customer experience at every touch-point, but also to spend time analysing and ruthlessly eliminating unnecessary touch-points.
The book also looks at net promoter score technology, which calculates how likely a customer would be to recommend a company and how this impacts the bottom line. Amazon achieved a world-leading score of 80, demonstrating that while great service is important, ‘no service’ is better.
