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Bill Price was Amazon\u2019s first Vice President of Global Customer Service and is the founder and president of Driva Solutions, dedicated to creating and sustaining highly effective customer contact strategies and operations, locally and globally. He is an analytics and customer experience expert with over 35 years\u2019 experience directing operations and consulting leading companies and he\u2019s my guest this week on the On Brand podcast.\n\nAbout Bill Price\nBill Price started Driva Solutions in September 2001 to help companies achieve the delicate balance between cost containment and greater customer loyalty, co-founded the 9-country LimeBridge Global Alliance in early 2002, and is the lead co-author of three books: The Best Service is No Service, Your Customer Rules!, and The Frictionless Organization.\xa0\nBill served as Amazon\u2019s first Vice President of Global Customer Service and before that was Vice President & General Manager of MCI Call Center Services, COO & CFO with a start-up software company in San Francisco, and a Senior Engagement Manager with McKinsey & Company in San Francisco and Stockholm. Bill received his undergraduate degree from Dartmouth College and his MBA from Stanford University and lives in Bellevue, Washington.\n\xa0\nEpisode Highlights\nWait, Bill started a business in September of 2001? \u201cActually, it was on September 1, 2001,\u201d Bill noted, adding, \u201cI was in Boston and ended up stuck there with my first client.\u201d This turned out to be good for building their relationship.\nHow to navigate challenging times like 9/11 and COVID. Beginning our conversation with a business in the aftermath of 9/11 is surprisingly relevant in looking at business today in the wake of a global pandemic. \u201cThere a lot of concern for customers. 'If we lose them\u2014we\u2019ll lose them forever.'\u201d\nWhat to do when you're in a consistently inconsistent environment. Bill advises brands to find their \u201ctrue north\u201d and continue moving toward it, going around or through obstacles that lie ahead.\nWhat is The Frictionless Organization? In discussing his latest book, Bill notes that you have to first define all the different forms of customer friction. His book does this in an innovative way\u2014providing both good and bad stories (case studies) of organizations with various forms of organizational/customer friction.\nWhat brand has made Bill smile recently? After talking about both good and bad stories, Bill closed with a good story from a brand that made him smile, Les Schwab Tire Company\u2014for their simple, ongoing efforts at building loyalty.\nTo learn more, check out Bill\u2019s website for the book at frictionlessorg.com.\nWant more Bill Price On Brand? Check out his first appearance\xa0back in 2017!\n\xa0\nAs We Wrap \u2026\n\n\nListen and subscribe\xa0at\xa0Apple Podcasts,\xa0Spotify,\xa0Amazon/Audible,\xa0Google Play,\xa0Stitcher,\xa0TuneIn,\xa0iHeart,\xa0YouTube, and\xa0RSS.\n\n\nRate and review the show\u2014If you like what you\u2019re hearing, be sure to head over to\xa0Apple Podcasts\xa0and click the 5-star button to rate the show. And, if you have a few extra seconds, write a couple of sentences and submit a review to help others find the show.\n\n\nDid you hear something you liked on this episode or another?\xa0Do you have a question you\u2019d like our guests to answer? Let me know on Twitter using the hashtag #OnBrandPodcast and you may just hear your thoughts here on the show.\n\n\nOn Brand is a part of the\xa0Marketing Podcast Network.\n\n\nUntil next week, I\u2019ll see you on the Internet!\nLearn more about your ad choices. Visit megaphone.fm/adchoices