“I'd recommend this book for anyone starting a new company or expanding an existing organization so that they keep a keen eye on what frustrates customers and how they can overcome challenges to put in place lasting customer solutions.”

Rachel Powell
Chief Customer Officer at Xero

 

“This is a playbook that every transformation leader should be using to lead their organization into a more successful future”

Scott Wesson
Chief Digital Officer at UDR

 

ENDORSEMENTS

 

BRYAN STOLLER, UNITED AIRLINES VICE PRESIDENT OF CUSTOMER CARE

“Top customer care executives understand the significance of expanding their oversight from ‘delivering high quality service interactions’ to include ‘why customers reach out for help in the first place’ – the reality is a high percentage of customers don’t want to be contacting companies, and these leaders are well equipped to lead the charge. Whether looking to start this journey or already well down the path, The Frictionless Org lays out a clear and actionable success recipe that any customer care leader at any level should read. If I taught a masters class on customer care, this book would be on the syllabus!”

"It’s a great piece of work! It’s super rich on the 'how to’ and really does let someone do it themselves."

Peter Massey UK

 
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PRESS

Book Reviews

 

GOODREADS

Review by Alexander July 2022

We were delighted with Alexander's comments in this review.

FRICTIONLESS ORGANISATION (TBC)

Review by Colin Jordan

Here is a book review by Colin Jordan, a former reviewer for Hollywood Digest who now does book reviews for Medium with over 4 million visitors monthly.