Books

Available for pre-order on Amazon.com now.

Zero Complaints

The Path to Continuous Value Creation (2025)

Gautam Mahajan (Author), Bill Price (Author), Moshe Davidow (Author)

Available in English (Hardback, Kindle, Audio).

The Frictionless Organization 

Deliver Great Customer Experiences with Less Effort (2022)

Bill Price (Author), David Jaffe (Author)

Based on original interviews and secondary research with organizations around the world well known for simplifying their entire product and service suite, that is, becoming “frictionless”, including AGL, Airbnb, Amazon, Apple, Appliances Online, ATO, Bla Bla Car, Blizzard Entertainment, CableOne, Carsales.com, E.On, N26, Nike, Nordstrom, OLX, RedHat, Starbucks, Tesla, T-Mobile USA, Trek Bikes, Uber, United Airlines, Vodafone, Winnings, Xero, and Zoom.

Listen to the Podcast
Amazing Business Radio with Shep Hyken featuring Bill Price

Available in English (Hardback, Kindle, Audio).

Your Customer Rules! 

Delivering the Me2B Experiences That Today’s Customers Demand  (2015)

Bill Price (Author), David Jaffe (Author)

Based on original interviews and secondary research with recognized customer experience leaders including AGL, Amazon, Apple, BUPA, Costco, Hilti, Nike, Nordstrom, Shoes of Prey, Starbucks, Vente-Privee, and Yamato Transport. In the end we discovered, and these companies agreed, that these Needs (and 39 Sub-Needs) apply to employees, too.

View Interview
David Jaffe talks about his book "Your Customer Rules!”

Available in English (Hardback, Kindle, Audio), French (Softback), and Spanish (PDF).

The Best Service is No Service

How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (2008)

Bill Price (Author), David Jaffe (Author)

With my co-author who is from Melbourne, Australia. Based partly on my experiences as Amazon’s first Worldwide VP of Customer Service with stories from 20 companies including Alaska Airlines, Danaher/Fluke, Dell, Cable & Wireless, Kingfisher Airlines, McDonald’s, Telstra, USAA Insurance, and Yarra Valley Water.

View Interview
Learn more about “Customer Service Strategies: The Best Service is No Service” with OpenView labs.

Available in English (Hardback, Kindle, Audio), Chinese (Softback), Korean (Softback), and Russian (Softback)