Challenging demand the Amazon way

What would your Customer Experience and cost base look like if, like Amazon, you had had 48 consecutive quarters of removing dumb things?

Like so many champions in Customer Experience or Sales & Service Operations you strive to give fantastic service - but how much of your time do you spend trying to avoid having to give service at all?

• Are you interested in first contact resolution and how to measure it?
• Are you trying to engage and motivate your front line staff?
• Are you measuring and feeding back everything but want to spend more time acting on what needs fixing?
• Do your measures really give you the management behaviours you want?

We have found something to be the basis of all great companies:

Customers are complex and you can't hope to guess what they want. They dont want to be segmented and categorised. You simply have to ask them. And your front line staff know what your customers want - they talk to them all day. You simply have to listen to what they tell you and then act systematically on what your customers are saying.

Easy to say, hard to do. Unless you have done it before.

Processes like Skyline, Snowball and "What Our Customers Are Saying" - what does it all mean?

Amazon invented a system of processes to address some of the most common problems faced by fast growing, complex, multi-channel businesses.

These processes helped Amazon to develop their award winning service. It gave them the highest customer satisfaction ratings of any business while reducing unnecessary customer contact by 20% year on year.

Companies using the Amazon processes have seen great results eg:

• An 80% reduction in contact rate while doubling revenues.
• Reducing headcount by 20% whilst revenues double and transaction volumes increase 5 fold in a hyper competitive industry.
• A first year reduction in contact rate of 19% allowing a telco to move from stressed to revenue focused.

Budd, and our LimeBridge partners globally, have implemented these processes for many companies worldwide.

Many of these companies have tried standard Lean or Six Sigma projects to eliminate unnecessary process steps and reduce waste. But being lean requires the underpinning processes to work.

Read more about the WOCAS process for capturing ‘What Our Customers Are Saying’ (WOCAS) or the Skyline metrics and processes. Download free white papers at Budd Life to learn more.Or you can buy the book "The Best Service is No Service".

If you would like to talk directly about how Skyline, Snowball and WOCAS processes can help you then please contact us.