Management Perspectives

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Strategy

Smooth run

by Bill Price and David Jaffe
Indian Management September 2022

Imagine dealing with a business that offers products that always work, deliveries that arrive as promised, instructions that are clear and understandable, and self-service that’s easy to use. Their customers never have to contact them for the wrong reasons. They’ve created a frictionless customer experience.

Bill Price is founder and President, Driva Solutions. He is co-author, The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort.

David Jaffe is founder and co-owner, LimeBridge Australia, He is also founder, Chief Customer Officer Forum (Australia). He is co-author, The Best Service Is No Service, Your Customer Rules! and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort

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