This is where you can access content from the book such as the cartoons. Also included is material that either didn't make the final edit or things we have developed since the book was published. For example:
Interviews with practitioners
Here is a quick page turner summary of "The Frictionless Organisation"
INTERVIEW WITH VERINT
May 24, 2022
Verint host D. Daniel Ziv chats with Bill about his new book, The Frictionless Organization: Deliver Great Customer Experiences with Less Effort.
TRAILER FOR BVTV PODCAST
Aug 31, 2022
BVTV host, Malcolm Gallegher, chats with David about his new book, The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. Here is a trailer for the 3-part podcast due out late August.
It can be cheaper to reach out to customers rather than have them contact you!
A few years ago, it was expensive to contact a customer because you could either phone them, email them or send a letter. These mechanisms were either slow, expensive or couldn’t be guaranteed to reach the customer. As a result, physical mail was probably the most common form of outward contact for things that didn’t need to be immediate like bills and statements. Now the world has changed, and the acceptance, speed and low cost of messaging and email have unlocked the potential of pre-emptive contact.
Five Forms of Friction Fighting
Five proven techniques to follow a frictionless strategy.
In our last paper we argued that removing friction for customers was a great strategy for most businesses. In this paper we look at the types of friction fighting strategies that can be used, once you understand the friction to address and who to hold to account. The three strategies described are to eliminate, digitize and pre-empt. This paper explains the applicability and priority of each technique and how they can be used collectively.
How Frictionless Organisations Handle "I want to cancel my account (or service)" - CustomerThink article by Bill Price
Let’s examine the implications of friction and options to remove it by customer reason and customer value, using one of the more challenging situations towards the end of the relationship when the customer says, “I want to cancel my account (or service).” In many cases organizations never even hear this request – customers simply walk away — but let’s assume here that the customer is under some sort of contract or subscription.
Frictionless Ticks All The Boxes
Why all consumer facing organizations should try to be Frictionless – because it is better for customers and cheaper. This paper explains the strategic benefits of being frictionless and why it is a whole of business problem. It gives examples of businesses that are like this and how they work and also explains why it is hard. Our next paper will explore techniques that can be used to pursue this strategy..
Three Short Case Studies of Removing or Creating Friction - CustomerThink article by Bill Price
When my co-author and I conducted the year-long research that led to our new book2, we met with and researched companies based in Asia, the Americas, and Europe that strived to offer Frictionless experiences. We summarized how to become Frictionless using these 9 steps: Understand, Assign & Prioritize, Eliminate, Preempt, Digitize, Streamline, Leverage, Learn, and Redesign. Among the organizations that we feature are Airbnb, Amazon, Blizzard Entertainment, CableOne, N26, RedHat, Trek Bikes, T-Mobile USA, Uber, Vodafone, and Xero.
Fixing Supply with Demand
Seize the demand day
Labour shortages and extra absenteeism are being reported all over the world .... Given that tackling this type of demand is a whole-of-business problem, the current “supply crunch” is a one-off opportunity to get the whole of business to focus on demand to relieve the pressure on customer facing staff. Demand reduction strategies produce long term sustainable solutions that save money and make customers happier.
Measuring Friction for the Customer
Insights without Surveys
It’s amazing how many types of interactions customers have with companies that are inherently expressions of dissatisfaction such as “where’s my order?”, “I don’t understand my balance”, “My bill is wrong/too high, or “I’m missing my X,Y or Z…” and so the list goes on. In some cases, these indicators of issues or “friction” form as much as 80% of the contacts. Wow! What an opportunity. What great feedback on what isn’t working well!......
The Resolution Holy Grail
The First Contact Resolution Conundrum
When a customer picks up the phone, starts a chat, sends an email or heads to a branch, they do so for a reason. According to most customer research, the customer’s number one goal is to resolve their problem or complete their transaction. First Contact Resolution (FCR) is the priority for customers because they want their problem to be sorted. By First Contact Resolution, we mean that in one interaction the customer gets what they need and they don’t need a second contact. (See note below on the difference between First Contact Resolution and First Point Resolution (FPR)).
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Is Being a Frictionless Organization Now an Essential Strategy?
CustomerThink Post 11 February 2022
Organizations have spent much of the last decade declaring that "Customer Experience is our #1 priority." Customer experience measurement exists in most companies and every customer process seems to have a survey. Yet, there seems to be plenty of evidence suggesting that customers are...
CUTTING ROOM CASE STUDIES - ONES THAT DIDN'T MAKE IT
Case Studies - to be added including Aviva UK after May ccof