Bill Price

David Jaffe

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs

The Best Service is No Service

Looks at fifty foods that have had an impact on the development of modern civilization.

Fifty Foods That Changed the Course of History

The story of feminism through 100 wonderful quotes.

Feminism in 100 Quotes

The History of Chess in Fifty Moves recounts the 1,500-year history of the game of royals, from its ancient beginnings to Deep Blue, Kasparov and internet chess. As stand-alone stories or in sequence, the 50 chapters explain how chess has changed, adapted, and thrived through the centuries. It reveals the sublime players, the controversies, the great tournaments and upsets, the victories... nothing is overlooked. Entertaining and faithful text descriptions, artwork reproductions, archival photographs, callout boxes, quotations of interest, and chessboard diagrams bring chess's colorful history to life. The stories cover the globe's chessboards and the game's generations of players, including: The Turk, the automaton hoax that fooled royalty Theories on the origin of chess The longest match The Polgar sisters The decline of Boris Spassky The Bobby Fischer phenomenon The Soviet invasion Chess, codebreaking and Bletchley Park The female Soviet, Vera Menchik The first official chess Olympiad Phillip Stamma notates chess The Da Vinci connection Capablanca versus Alekhine The Internet changes everything. For chess players at all levels, The History of Chess in Fifty Moves is an exciting treat they will return to again and again.

The History of Chess in Fifty Moves

And the People Who Made Them

History's Greatest Decisions

Celtic myths

Plots and Deceptions that Have Puzzled the Greatest Minds

Unsolved Conspiracies

History's Greatest Mysteries delves into the grey areas to examine the imponderable and sometimes unlikely stories of actual events and real people. From the gruesome murders committed by Jack the Ripper to the whereabouts of Lord Lucan, and from the loss of an entire continent to the case of a missing racehorse, we take a canter through history in an effort to shed a little light on to questions which, in all honesty, are never going to yield definitive answers. Some of the stories related in the following pages are deadly serious, some rather less so. There are cases of determined individuals who have struggled against the odds in an attempt to unravel the truth, while in others people have not let the facts get in the way and have made up any old nonsense by way of an explanation.

And the Secrets Behind Them

History's Greatest Mysteries

The publication of The Origin of Species in 1859 was the culmination of more than twenty years of work by Charles Darwin and the ideas he presented in it would lead to a fundamental change in the way we think about life on earth. Evolution, as it came to be known, described how the extraordinary variety of life could develop and adapt by natural means rather than being entirely the creation of a supreme being. It was controversial at the time and now, as the bicentenary of Darwin's birth approaches in 2009, it remains the subject of bitter argument, with the opposing sides of the debate, the supporters of Darwinian evolution like Richard Dawkins and the proponents of intelligent design, as polarised as they have ever been. Bill Price looks at the origins of Darwin's theory and the arguments that have surrounded it ever since.

Charles Darwin

A collection of the mind-boggling questions troubling the planet's greatest minds including dark matter, chemical processes of the brain and the emergence of varied animals suddenly appearing on earth.

Enigmas that Have Puzzled the Greatest Minds

Unsolved Science

In 1922 Howard Carter uncovered what is still regarded as the most spectacular archaeological discovery ever made. Tutankhamun's tomb had remained hidden in the Valley of the Kings for more than 3000 years and its discovery caused a media sensation, elevating the previously little-known Egyptian Pharaoh into the position of an international celebrity. The contents of the tomb were found almost entirely intact, including the Pharaoh's mummified body, still wearing its solid gold funeral mask. Tutankhamun lived in an era when the Egyptian Empire, centred on the royal city of Thebes, was at its pinnacle and when the wealth and power of its Pharaoh was at its greatest. This was also a period of enormous religious upheaval. Akenaten, the heretical Pharaoh and, more than likely, Tutanhkamun's father, had introduced a new religion, exclusively worshipping the sun god Aten. Under Tutanhkamun, the old religion, with its many gods and goddesses, was restored, putting an end to the heresy.

Short History of Tutankhamun

"In this book, readers will learn how to create such a seamless customer experience that their customers will have no need to contact them, reducing costs and increasing satisfaction. Authors Bill Price and David Jaffe show why less customer service is better customer service. Many organizations focus so intently on improving the way customers interact with them that they don't ask the more fundamental question of whether the interactions are needed in the first place. Every contact channel adds cost and complexity. And while customers appreciate that they can now call, chat, text, or email to check an order or resolve a problem, they appreciate not having to do anything even more. Veteran customer service experts Bill Price and David Jaffe explain how service, support, and sales can be made invisible, reducing costs and providing a better customer experience. Drawing on examples from four continents and over twenty-five countries, they provide a logical and sequential methodology that every reader can follow. Reducing contact with customers means proactively focusing on the customer perspective, which is always a good idea. This means organizations need to rethink all aspects of their business, from product and services design to quality and control. It is a whole enterprise initiative, but one with a huge upside"--

Deliver Great Customer Experiences with Less Effort

The Frictionless Organization

The use of spies during war has a very long history, no doubt going back to the beginnings of warfare itself. In The Art of War, which is believed to have been written in the sixth century BCE, the Chinese general and military strategist Sun Tzu wrote about the advantages to be gained from knowing your enemy and in the final chapter of the book stressed the importance of cultivating those people who were in a position to spy on them. It is perhaps not surprising, then, that spying has sometimes been called the second oldest profession, even if, for most of its history, it has been conducted by amateurs. What might now be thought of as espionage - state intelligence agencies employing professional secret agents – only began to emerge during the latter part of the 19th century and then developed during World War I into some of the institutions which, in some cases at least, still exist today. Contents Introduction Before the War Spying for the Kaiser On His Majesty’s Secret Service Allied Spies

Spies of the First World War

Charles Darwin ve Evrim Tartismalari

The myths of the Celts relate epic stories of heroic ancestors, when the divine and mortal realms were intimately bound up with each other and gods and goddesses inhabited the natural world. These stories are rich with religious symbolism and give an idea of how the Celts perceived the world in which they lived. They also tell of the lives of the people themselves: of kings and queens, husbands and wives, warriors and farmers.

Celtic Myths

What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips—and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"—one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices—and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels—business owners, marketing managers, and anyone who works directly with customers.

Bill Price

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