THE AUTHORS

We are passionate about helping organizations deliver better experiences and less effort for their customers

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BILL PRICE

Bill Price is the co-author of The Best Service is No Service and Your Customer Rules! He is the founder and president of Driva Solutions, LLC based in Bellevue, Washington USA whose tagline is “Creating and sustaining highly effective customer contact strategies and operations, locally and globally”.  In 2002, he co-founded the LimeBridge Global Alliance and later formed the Global Operations Council whose members shared “Best practices and worst experiences”.  For several years he was also a partner with Antuit, a Big Data analytics company, developing its customer experience analytics practice.


Price started his career with McKinsey & Company in its San Francisco and Stockholm offices, serving global clients and working on what turned into In Search of Excellence. He became CFO and COO at an early stage IVR service bureau called Automated Call Processing Corporation in San Francisco whose network routing division MCI acquired in 1991. From that unit he built MCI Call Center Services’ automation, consulting, and agent outsourcing services through the 1990s. He was named one of the first call center pioneers by CRM magazine's editors in 1997.  In early 1999, Price joined Amazon.com as the company's first Worldwide Vice President of Customer Service, working closely with Jeff Bezos and his other direct reports to create what has become one of the most successful customer experience companies in the world


Price is a frequent keynote speaker, graduate school instructor in marketing and global business management, Board member, and Advisor to CustomerThink with more than 50 posts. He graduated from Dartmouth College and the Stanford Graduate School of Business, and lives with his wife Lori in Bellevue, Washington. He maintains his weekly running regimen, summertime kayaking, and a range of collections.  His daughters Erika and Rachel have returned to Seattle after completing graduate programs in primate communications and aeronautical engineering, respectively, and are the apples of his eye.


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DAVID JAFFE

David Jaffe is the co-author of The Best Service is No Service and Your Customer Rules! from Melbourne, Australia. He is the Consulting Director and founder of LimeBridge Australia, the specialist customer experience business and operations consultancy. He launched the Chief Customer Officer Forum in Australia in 2004 and it remains an active network of customer experience leaders that meets twice a year.


Jaffe started his consulting career in London with Accenture (then Andersen Consulting) and transferred to Australia in 1990 to marry his wife, Sue. He became an Associate Partner and led the CRM practice in Financial Services before joining A.T. Kearney as a principal. In 2001 he left to create a new consultancy to specialize in customer-facing operations which became LimeBridge Australia and a member of the global LimeBridge alliance.  He has consulted to over 100 Australian companies as well as those in India, New Zealand, Hong Kong, the Philippines, Singapore, United Kingdom, and United States.


Within LimeBridge Australia, Jaffe leads thought leadership development and has written nearly 100 white papers. He is responsible for all client projects, research and marketing. David has spoken at numerous conferences in Australia, Asia, and North America. He is also on the Board of Orienteering Victoria and is active in the sport. He is very proud of his daughter Rebecca who is now a lawyer working for the Australian government in Canberra and his son Patrick, who is an economist working for the Victorian government on environmental issues. David is also a keen chorale singer, Orienteer, and after-dinner entertainer with a rural property 80km from Melbourne.