E273 | Revolutionising Customer Service By Creating Frictionless Experiences with Bill Price
Do you want to enhance customer satisfaction and loyalty by providing seamless experiences? Wondering how to achieve this result effortlessly? This week we had a discussion that you will find inspiring. Our guest? Best-selling author, Bill Price. Bill will be unveiling the ultimate solution to create a frictionless customer experience that fosters enhanced customer satisfaction and loyalty.
Best-selling author of The Best Service is No Service, and The Frictionless Organization, Bill Price is a renowned expert in customer experience and service. His journey to becoming a guru in this field began when he joined Amazon in 2006. At Amazon, Bill was relentless in his pursuit of creating a frictionless customer experience, focusing on removing any confusion or need for customers to contact the company. This philosophy led to a fourfold increase in revenue without hiring additional customer service staff. Bill’s approach was centred around delivering on promises and constantly monitoring customer satisfaction through leading quality metrics. His work at Amazon and subsequent clients has helped businesses of all sizes simplify their operations and create more value for their customers. Bill’s passion for putting customers first shines through in his storytelling and examples, making him a sought-after consultant and advocate for exceptional customer service.
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On today’s podcast:
- Changing the Customer Experience at Amazon
- Embracing criticism for continuous improvement
- Why you need to go beyond average metrics
- Examples of frictionless organisations
- The importance of understanding your customers
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Who is Bill Price
Bill Price is the President and founder of Driva Solutions, LLC, a business he started in September 2001 to help companies achieve the delicate balance between cost containment and greater customer loyalty. He co-founded the 9-country LimeBridge Global Alliance in early 2002, chairs the 30-company Global Operations Council, and is the co-author of three books on customer experience: The Best Service is No Service (2008), Your Customer Rules! (2015), and The Frictionless Organization (2022).
Bill served as Amazon’s first Vice President of Global Customer Service and, before that, was Vice President and General Manager of MCI Call Center Services, COO & CFO with a start-up software company in San Francisco, and a Senior Engagement Manager with McKinsey & Company in San Francisco and Stockholm. Bill received his undergraduate degree from Dartmouth College and his MBA from Stanford University, and lives in Bellevue, Washington with his wife Lori and their two Golden Retrievers, Mac and Oliver.
What you’ll hear from Bill
03:31 – Who is Bill Price
04:37 – Hired by Jeff Bezos and becoming a guru of Customer Experience
07:08 – The Best Service Is No Service
10:00 – Think like your customers
11:22 – Attacking customers’ pain points
12:08 – Driving change in Amazon
13:12 – Understanding why customers contact
14:29 – Coming up with a new Leading Quality Metric for Amazon CX
16:14 – Ownership and accountability and impact on performance
17:33 – The importance of weekly scrutiny
19:52 – Moving beyond averages
22:35 – Working with companies that ‘are stuck’
26:07 – Understanding Detractors and Seeking Criticism
26:54 – Finding Areas of Improvement
28:10 – The Frictionless Organization
28:21 – The Cases of Xero and Nike
33:38 – How often do executives talk to customers?
38:53 – The impact of visual customer interactions
39:29 – Learning Patience and Asking Questions
40:02 – Recommended Books
42:28 – Hiring for a Service Gene
43:58 – Jeff Sheehan’s Customer Experience Management Field Manual