Bizcast: Bits about books – In Conversation with Bill Price, Author, The Frictionless Organization
Bill Price was Amazon’s first global vice president of customer service and is the founder and president of Driva Solutions, a consultancy dedicated to creating highly effective customer contact strategies and operations. He has more than 35 years of experience advising and directing significant operations in more than 160 leading companies. He’s the co-author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort and of the bestseller, The Best Service Is No Service, Your Customer Rules!
- Bill Price advocates for building Frictionless Organizations. These are organizations that reduce the need for customers to make direct contact with the organization to solve issues and problems. This is achieved by building products and services so compelling that customers hardly ever feel the need to call support.
- For such companies, products and services always work smoothly. This could mean that usage instructions are clear and succinct, service is easy to avail, and deliveries are made on time. Today innovative businesses are creating models with far less friction and disrupting traditional business-as-usual organizations.
- The Frictionless Organization is low touch and low cost. But the frictionless concept is a journey. Most organizations which have been able to reduce customer support contact harp on the fact that much more could be done— theirs is a mission of continuous improvement.
Run time – 37.52 mins.