Bill Price

The Best Service Is No Service

After years spent heading contact centers and then consulting with businesses on how to improve customer service, CustomerThink Advisory Council panelist Bill Price has co-authored a book that enumerates the seven principles he believes will make your customers happier while lowering your costs. The...

“Sorry. I’ll Make Sure We Fix That”

Almost every company in the last two years has told me "our products aren't really very different from our competitors', so we have to differentiate based on delivering great customer experiences … so how in the heck do we do that?" Good question, and...

Give Your Customer-Facing Employees the Tools to See the Whole Customer

It's not often that I see true ambassadors handling customer issues, despite plaintive cries from customer-facing employees who keep saying, 'just give me the tools to do my job,' and often lament, 'my customers know more about us than I know about them.' I promise...

Connect Online for Better Customer Care

Expedia, Amazon, eBay, Hyatt and many other companies have successfully exploited the online channel for sales, but surprisingly few companies have figured out that connecting online for customer care with their customers can deliver a superior experience for them, and more deeply satisfy their...

Dumb Things That Companies Do

You would think by now with all of the talk about "customer experience" and 'human factors" that companies (or organizations in general) could get the basics right, but they don't. Instead, I am constantly amazed (and professionally depressed) about all of the...

The Wonderful World of Wikis Is Changing the Face of CRM

Best known for underpinning Wikipedia, open-source software known as wiki has mushroomed as the core of "Web 2.0," a wonderful world with significant implications for CRM. A wiki (pronounced wick-ee or wee-kee) is, as Wikipedia defines it, a type of web site "that allows users...

Get Out There!

Practically every company claims that "customers are our most important focus" but practice shows that this isn't always borne out. How much time do you spend listening to your customers, REALLY listening, and learning from them? Ever taken the time to double-jack with your...

Premier Support Programs: All Customers Aren’t Equal

Almost every marketing text since Theodore (Ted) Levitt and Philip Kotler came onto the scene have emphasized that customer segmentation is key to attract the best customers and extract the most from them. As a result, telemarketing and telesales operations have a finely tuned...

Being “Fast + Simple” for Our Customers: Eliminate the “Dumb Things”

For years, companies have been creating more and more innovative products and services for a demanding customer base, but they've made it harder and harder to do business with those same customers. They've adopted an unfriendly demeanor, worried, perhaps, about Sarbanes-Oxley regulation for accounting...

Taking Customer Contact Offshore: Know What and When to Export

Today's contact center operators face a dizzying array of site location options, the most confusing (and challenging) being going offshore from their home country—away from known hiring and management practices, native language speakers, familiar systems vendors, practiced legal and tax approaches and comfortable surroundings....

Move Agents Into Their Homes for a Double-Win

A company I'll simply call "Star" found that its best customer service agents walked out the door in an 18- to 24-month period, and because they were the best agents, with the highest productivity, the company had to replace each of them with two...

Skip Ahead a Year To See How 2006 Turned Tumult Into Customer Satisfaction

It's 2007, and it's hard to believe all the changes in contact centers this past year. In 2005, the industry faced some heavy challenges, and it wasn't clear it could get out of the hole. But 2006 turned out to be a banner year...

For a Driving-Force Metric, Consider CPX

In the beginning, there were ... lots and lots of easy-to-obtain operational metrics such as "average speed of answer" (ASA) and "average handle time" (AHT), and some pundits crudely and erroneously associated them with strategic importance, even quality. Even though these are well-known contact...

Select Service Providers With Listening in Mind

Selecting a service provider should be more like a business merger or acquisition or even someone seeking a lifelong soul mate, instead of the arms-length, hard-nosed, knock-down drag-out situations we too often see (or are called in to change). I once addressed a group of...

Improving the Supply Chain: Focus on the Best Agents

Here are two typical conversations I've had when consulting with contact centers. Exchange No. 1 Consultant: Hi, we'd like to spend the next half day sitting next to your best customer service agent, double-jacking into their calls with your customers or observing how they do…

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