Drawing on Amazon’s work and consulting work in several LimeBridge countries, Bill Price aided by Aussie colleague David Jaffe published the very successful “The Best Service Is No Service” in 2008. BSINS for short!
At the same time Stephan Pucker’s team in Germany developed the early versions of cloud based software to support enterprise feedback processes which had been run manually at clients like Worldpay, Microsoft and others. The “cost of doing nothing” models and the root cause ownership processes from Amazon and the ‘top issues’ processes from Microsoft together with the Skyline and ‘value/irritant’ dashboards in BSINS were developed into secure, cloud based flows which require no IT department intervention. These are now available to buy on line at WOCAS – short for What Our Customers Are Saying. Talk to us if you want to look deeper.