Curious Leadership with Dominic Monkhouse E273 | Revolutionising Customer Service By Creating Frictionless Experiences with Bill Price
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Nov 14, 2023 Bill Price, President of Dreva Solutions and former VP of Customer Service at Amazon, shares his expertise on creating frictionless customer experiences. He discusses how simplifying customer interactions can significantly boost satisfaction and loyalty while reducing costs. Bill emphasizes the importance of embracing feedback, using innovative strategies like video feedback, and proactive service to enhance customer relationships. His insights into hiring with a 'service gene' and leveraging AI provide valuable takeaways for businesses aiming to improve their service quality.
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Customers Contact Because Of Confusion
- Customers contact companies mainly because they are confused or expectations were broken.
- Remove confusion and fix broken promises to prevent contacts and build trust.
Use Contacts-Per-Order As A Leading Metric
- Measure contacts per order as a leading quality metric and track it precisely.
- Use a stable, short taxonomy of reasons to diagnose and reduce contact rates over time.
Hold Owners Financially Accountable
- Make issue owners accountable by routing service costs back to the teams causing contacts.
- Force weekly reviews with owners to explain reason-code movements and fix root causes.
