I believe having a frictionless business is one of the key components to a successful business today. Quite frankly, I personally won’t work with any business who doesn’t make it easy for me to do business with them. We business owners can easily imagine that our own customers and potential customers may feel the same way, so this discussion with my guest Bill Price is an important and enlightening conversation for all of us self-employed folks. In our chat, Bill and I discuss the definition of a frictionless experience – especially in what I like to call “high-touch” (that is, highly personalized) businesses. As I like to say: really good customer service = meeting people’s expectations. We discuss this concept, as well as how preempting a customer’s questions or needs is crucial to creating a frictionless experience. We also talk about how making it easy to do business with you can indicate respect for your customers and for the value of their time. Finally, Bill shares his insights about how to reduce friction in your customer experiences.
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’ experience advising and directing major operations in more than 160 leading companies. He’s the co-author of The Frictionless Organization: Deliver Great Customer Experiences with Less Effort (Berrett-Koehler Publishers; June 21, 2022) and of the bestseller The Best Service Is No Service, and Your Customer Rules! Learn more at frictionlessorg.com.
And be sure to subscribe to The Self-Employed Life in Apple Podcasts or follow us on Spotify or wherever you listen to podcasts so you don’t miss an episode.
Everything you need can all be found at jeffreyshaw.com.
Bill Price, thank you so much for being here!
Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.
903: Ben Guttman – Keep it Simple: Clear Messages in Marketing
902: Coaching Break - How To Make The Best Decisions to Invest in Your Business
901: Jay Baer – Time Matters: Speed as a Competitive Advantage
900: Jann Freed – Redefining Retirement with a Breadcrumb Legacy
899: Coaching Break – Create Systems of Behavior
898: Mike McFall – Brewing Success: Advice for Scaling and Growth
897: Coaching Break – The Fear of Success
896: Noah St. John – More than Money: The Path to a Seven-Figure Lifestyle
895: Matt Treacey – Email Marketing Inspired by Nature
894: Coaching Break – A State of Being Better Than In The Zone or In Flow
893: Cassie Petrey – Building Your Brand Image Like a Celebrity
892: Coaching Break – Entrepreneurs and Intuition
891: Caleb O’Dowd – Creating Offers That Are Hard to Refuse: Multi-Channel Marketing
890: Coaching Break – Ever Wonder If This Time Will Really Be Different?
889: Joey Coleman – Navigating the Mindset of an Employer
888: Coaching Break – Less Obvious Lessons Learned From Big Companies
887: Sylvie di Giusto – Fair Advantage: Discover Your Authentic Personal Brand
886: Coaching Break – Be a Beast in Your Business
885: Stacy Ennis – Location Independence: Finding Adventure and Creating a Sense of Belonging
884: Michael Bungay Stanier – How to Build the Best Possible Working Relationships
Create your
podcast in
minutes
It is Free
The Commercial Edge: Unleash the Power of People
The emPOWERed Half Hour
Organic Marketing Simplified: Master podcast marketing, fuel podcast growth, and make money podcasting!
THE GO BIZ GUY
The Sigma Femme Podcast
The Prof G Pod with Scott Galloway
The Tim Ferriss Show