David Jaffe
AUTHOR

David Jaffe

Customer Service E-Commerce Inspiring
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David is the co-author of the ground breaking Best Service is No Service (Josey Bass 2008) with Bill Price who was the first VP of Customer service at Amazon.com. David has consulted to major companies all over the world and delivered stunning transformations of their customer operations. In the Best Service is No Service, David explains how organisations need to challenge the demand for service contacts instead of just dealing with it. Many companies have since adopted this approach with stunning results including massive increases in NPS, Customer Satisfaction and dramatic reductions in cost. In their latest book, "Your Customer Rules! Delivering the Me2B experiences that today's customers demand", David explores (again with Bill Price) how organisations need to respond to customers being in control in what he calls a Me2B world (ie customer controlling the relationship to business). He has again tried to lay out a clear method companies can use with seven key needs broken into sub needs that provide a clear framework. David grew up in the UK, studied at Oxford University and now lives in Melbourne Australia. He is a sought after speaker on four continents.
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The Frictionless Organization

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