Bill Price - The Frictionless Organization

SIMPLE brand With Matt Lyles

In this week’s episode of the SIMPLE brand podcast, I talk with Bill Price, author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort!

Bill and I discuss his lessons around seeking, finding, and eliminating all the friction that can happen in your customer experience. And more importantly, we discuss how to proactively ensure that friction doesn’t get into the customer experience in the first place.

Some of the topics we discuss include:

• Why the best service is when the customer doesn’t even need to contact you
• Bill’s definition of a frictionless organization
• The value of proactively communicating with your customers
• Educating your customers can curb customer service calls and reduce friction
• The questions to ask before you start to invest in customer service technology
• The need to proactively go upstream and prevent customer service issues from happening in the first place
• How delivering a frictionless experience actually demonstrates respect to your customer
• The right way to proactively plan on how your customer experience will be frictionless instead of solving customer service issues
• With customer expectations always changing, creating a frictionless experience is not a one-and-done approach
• The habits and values that customer experience leaders should embrace

RESOURCES FROM THIS EPISODE:

• Bill's website
• Bill's book - The Frictionless Organization: Deliver Great Customer Experiences with Less Effort