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Bill Price

Bill Price

Bill Price is the President of Driva Solutions (a customer service and customer experience consultancy), an Advisor to Antuit, co-founded the LimeBridge Global Alliance, chairs the Global Operations Council, teaches at the University of Washington and Stanford MBA programs, and is the lead author of The Best Service is No Service and Your Customer Rules! Bill served as Amazon.com's first Global VP of Customer Service and held senior positions at MCI, ACP, and McKinsey. Bill graduated from Dartmouth (BA) and Stanford (MBA).

Reducing Agent Turnover: Applying Analytics to 100-Year-Old Observations

A few years ago, when I was in Nashville, I wandered into a used bookstore and bought called Foremanship1 written in 1927 by Glenn...

Harnessing AI to Become Frictionless. Part 1: Simpler, Smarter IVR Systems

I have hesitated to propose how to catch the shooting star that is the combination of Artificial Intelligence/Machine Learning (AI/ML), Large Language Models (LLMs),...

Striving for CX Success? Answer These Five Key Questions First

Encouraging debate is often one of the best ways to sort out options and to plan the best plan path forward. Over the years...

8 Ideas to Improve Customer and Employee Experience — by Walking in Their (Uncomfortable) Shoes

Two articles over this past Memorial Day Weekend emphasized how it's essential to improve customer experience (CX) and employee experience (EX) by walking in...

4 Ways to Improve CX and Achieve Operational Efficiencies using the “Propensity to Complain”

We all know that "all customers are not created equal" because some represent significantly more value than others, but have you also examined their...

Closing the Gap to Become Frictionless: 3 Examples Using the “Learn” Action

While many organizations do a pretty good job figuring out which actions to take in response to customer contacts, relatively few challenge the need...

How Reaching Out First to Your Customers is a Winning Move

Up until a few years ago, it was slow and expensive to contact a customer because you could only call them, email them, or...

How Frictionless Organizations Handle “I Want to Cancel My Account (or Service)”

When customers encounter friction anywhere along their journey, from search/browse through purchase and consumption, their loyalty suffers and many of them leave. This was...

Three Short Case Studies of Removing or Creating Friction

In my two previous posts, I introduced the concept of Frictionless Organizations and how they are able to produce superior returns by removing unnecessary...

How to Galvanize a Business Around Customer Issues to Reduce Friction and Contact Volume

Why do our customers have to bother to contact us? It's amazing how many types of interactions customers have with companies that are inherently expressions...

Is Being a Frictionless Organization Now an Essential Strategy?

Organizations have spent much of the last decade declaring that "Customer Experience is our #1 priority." Customer experience measurement exists in most companies and...

3 Ways to Obtain Customer Requirements for Support. No Surveys Required!

The foundational element to provide excellent customer service is to determine customer requirements for support. While many companies spend significant time and money to...

Towards an Energized Workforce: 3 Ways to Score Your Organization’s Success… or Failure

I recently ran across my post in CustomerThink from January 20091 as the U.S. was beginning to dig out from “the Great Recession”. In...

Reducing Customer Churn Using 4 Steps of Customer Contact Analytics

Reducing customer churn is a tall challenge for every company. Marketers are well aware that is far less expensive to retain a customer that...

Should You Serve New and Experienced Customers the Same? No! And Yes.

The old idea that all customers are created equal and that one-size-fits-all was ripped apart by Peppers and Rogers in their seminal first book...

5 Tips for Customer Service During (and After) the Coronavirus

It’s great to see my fellow Customer Experience experts Jeanne Bliss, Bruce Tempkin, and others post their advice this week on Customer Think1 about...

4 Ways to Focus on the Silent Majority — Customers Who Don’t Complain

Recently I read a disturbing a quote from a senior executive … “For every one person who complains there are 99 in favor …...

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...

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

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...

“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...

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