Best service is still no service
In this update of the 2008 best-seller The Best Service is No Service: Liberating Your Customers From Customer Service, Keep Them Happy, and Control Costs (Wiley/Jossey-bass), David Jaffe, Peter Massey, and Bill Price take a look at developments internationally towards simplifying life for customers. Their star date 2015 update is attached below this text if you’d like check their view of the trends with hindsight.
