Bill Price

Bill Price

סופר


1.
The publication of On the Origin of Species in 1859 was the culmination of more than 20 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 was controversial at the time and now, as the bicentenary of Darwin's birth approaches in 2009, it remains the subject of bitter argument. As revolutionary as the theory was, it did not come out of thin air, but developed within the context of the scientific and philosophical thinking of the period. In order to arrive at a better understanding of the current debate, this book looks at key moments in Darwin's life and at the relevant aspects of the intellectual climate of the time which, taken together, would lead him towards the theory. It goes on to consider how evolution has developed, how its opponents have responded, and how the arguments between scientific rationalism and religious faith are much the same now as they were in Darwin's day.
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2.
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

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