"The Best Service is No Service" (book)

"The Best Service is No Service" is a book that advocates for minimizing unnecessary customer interactions to improve overall satisfaction. The idea is that by designing products and systems well, companies can resolve customer issues before they arise, reducing the need for support. When fewer problems occur, customers experience fewer frustrations, leading to higher loyalty. Essentially, it emphasizes proactive service—creating seamless, intuitive experiences so that customers need less assistance, making service more efficient and effective. The goal is to prevent issues through smart design, rather than relying solely on reactive support.