230. Creating a Frictionless Organization & Better Customer Experience (Replay) | Bill Price

Episode first aired in 2022. The actionable recommendations apply even more today! Being frictionless has become a strategic necessity. What does frictionless even mean? Why should you care? And, what are simple steps to remove customer pain points and get to a frictionless state based on learnings from the most reputable brands? In this replay episode of Doing CX Right℠, Stacy Sherman and author Bill Price, answer these questions and share key principles to improve experiences for everyone who interacts with your brand. In fact, customer loyalty depends on it. What You Will Learn How to separate first-time issues from repeat contacts (snowballs) by asking one question during live calls and chat sessions. How to assign each customer contact reason to the department that caused it and close the loop with a fix and a customer update. How to map journeys across website, app, chatbot, IVR, store, and contact center to expose handoffs that create delays and repeat questions. How to preempt customer frustration by sending two-way updates before customers need to chase status on delays, price changes, or shipment issues. How to turn cancellation requests into root-cause analysis by asking why, recording patterns, and fixing the underlying process for other customers. Download The Distinctive Business Advantage research report to discover exactly what top-performing companies are doing to drive customer loyalty and sustainable growth, and what you can do as well. Want Stacy Sherman to bring these findings to your conference or company event? Schedule a call. New articles and podcast episodes every week. Subscribe to the Doing CX Right® newsletter.