Bill Price

How to Score a Perfect 10: Three Lessons to Delight Your Customers

We often lament when we encounter poor customer service and bad experiences, including my earlier column called Qantas Interruptus1. It is easy to share when things do not go well, when your expectations are not met, when employees or not helpful, or when companies...

5 Ways to Get Your Outsourcers To Love Your Customers as Much as You...

Today somewhere between 30-40% of sales, collections customer care, and technical support services are provided by third-party outsourcers, also called business process outsourcing or BPO providers. The largest of the BPO companies has over $4 billion in revenues, with as many as 300,000 agents...

“The Best Service is No Service” Turns 10, Going Strong!

By Bill Price, President Driva Solutions & David Jaffe, Partner LimeBridge Australia Ten years ago when we published The Best Service is No Service: Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs (Wiley/Jossey-Bass 2008) we suggested that organizations needed to work...

Qantas Interruptus: How to Ruin the Customer Journey

We all tend to use the tagline “analyze the customer journey” to discover opportunities to improve the customer experience, since it’s clear that companies need to make it easier for their customers1, anticipate snags and offer solutions2, and figure out how to delight them.  My...

How to Increase First Contact Resolution with AI, Bots, and Big Data

Building on my April 2018 column “Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support”1, one of the seven vexing challenges facing customer experience (CX) leaders, today I’ll address the second challenge to increase First Contact Resolution (FCR). The power of AI,...

How to Improve Customer Experience and Slash Operating Costs Using Robotic Process Automation

By Bill Price, Partner Antuit & President Driva Solutionsand Scott Tweedy, VP Driva Solutions As business leaders we are all aware that “digital is changing everything”1. As a result, many of us are in the middle of large-scale strategic and digital transformation projects in partnership...

Using AI, Bots, Big Data, and Analytics to Reduce Demand for Support

If we set as an overall goal “How can we create and sustain a consistent and awesome customer experience across multiple channels & touch points?”, there are seven challenges that have vexed companies for many years. None of them is easy to tackle, and...

Net Promoter Score: Four Problems, Two Remedies

Net Promoter Score or NPS has been around for about 18 years. It’s a simple way to get a pulse on how your customers are responding to your organization, or their loyalty as called by the authors of NPS. The NPS is a formula based...

6 Key Statements to Propel Your Customer Experience Program

Sometimes we get wrapped around too many axles defining and dimensioning customer experience programs. Instead, if we examine these 6 key statements and re-shape processes, energies, and investments behind their definitions, we will see significant opportunities to increase customer experience. #1: "If you want to...

Creating Personalized Service Using Predictive Analytics

Let me start by telling three intersecting stories. First, back in the 1990s I was leading MCI Call Center Services and beginning to interpret what MCI was doing to attract and retain customers vs. AT&T and Sprint, and among...

Applying Speech and Data Analytics to Improve Customer Experience

In my earlier columns I have addressed several ways that you can improve customer experience using Big Data analytics, and one of the most successful approaches is applying speech and data analytics to your ...

Is the Customer Always Right? Should You Fire Some of Your Customers? 3 Ways...

Recent customer rage reminded me of a TiE (The Indus Entrepreneurs) panel 10 years ago when the three of us were asked “Is the customer always right?” After the other two panelists said “No,...

How Will Analytics, AI, Big Data, and Machine Learning Replace Human Interactions?

Calls for the death of human intelligence and human interactions are premature. Or are they? In my first book my co-author and I laid out in a simple 2x2 grid that we...

Why Don’t Retailers Make it Easy to Cancel Their Catalogs? Navigating the Maze to...

I have a confession to make. My wife and I do a lot of online shopping, and occasionally agree to receive retailer catalogs (the old-fashioned paper copies), so the piles keep getting higher. But...

Applying Big Data, Skyline, and Snowballs for Contact Optimization

Amazon.com’s early Contact Optimization program slashed contacts per order shipped by 70% over a 3-year period, and continued to decline as ...

Using Big Data to Build an Integrated Voice of the Customer Program: A 6-Step...

In my last column I introduced the need for “Measuring and Mastering Omni-Channel FCR (web, IVR, centers)”, noting that today customers have 15 or more channels by which they can communicate their wants and needs, their problems...

Measuring and Mastering Omni-Channel First Contact Resolution

It used to be fine if we could handle contacts quickly in the phone channel but over the years we have seen an explosion of possible customer contact channels, and speed has become less...

Using Analytics to Improve Agent Performance: Anchors, Sleepers, and Weak Links

In my last column “Using Big Data Analytics to Find Your Best Agents and Supervisors” I introduced a new way to find more agents (and supervisors) who are like your best performing agents (and supervisors) using Big...

Using Big Data Analytics to Find Your Best Agents and Supervisors

In my last two columns “Starter Kit for Customer Experience Data Analytics” and “3 Tips for Customer Experience Analytics”, I introduced these four issues: “Where do I start?” “Do I need “Big Data” and, if so, what the heck is it?” “We have...

3 Tips for Customer Experience Analytics

In my last column “Starter Kit for Customer Experience Data Analytics” I posed four issues that you ought to consider when undertaking “Big Data” or any other sort of analytics, and covered the first two: “Where do I...

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