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 has been described as “probably the single best ‘how to’ book on earning customer trust” — and we all know what I think about that topic. Essentially, if you are in business and want to stay in business, ahead of the competition, then good customer service is crucial.
The authors begin by citing a gap between unparalleled innovation and customer service among companies. The latter has been left behind, they say. Which is not just a pity, but also almost a sin in today’s ‘the customer is king’ landscape. Not least because, as everyone should know by now, people won’t buy from you if they don’t trust you or have confidence in you. Both are dependent on providing a good customer experience.
Together, Price and Jaffe take you through theory, tips, checklists and case studies (including what NOT to do as well as what to do right) on how to empower your customers and serve them well.
Why The Best Service is No Service? Because the message is that businesses will be most successful if they only provide customer service that is essential to doing business. Too much is, say the authors, not a wise tactic and neither is too little. Just ensure that people find it as easy as possible to buy from you. In other words, don’t give them any excuses NOT to buy from you.
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