“I could talk for hours about what we’ve got out of the book… the biggest by far being the approach to value and waste interactions. As a paid for b2b service provider, using the approach to investigate and classify our interactions was a moment of genius. Just presenting these results and getting a couple of changes under our belt changed the culture of our senior leaders across R&D, Commercial, Service and Sales. It changed our thinking, gave us confidence to know we could remove customer interactions AND improve their loyalty (and thus revenue, lifetime value etc) at the same time. It then focused our execution on some simple things. We started just over 2 years ago now and have seen an increase in NPS, stable renewals and realised a 20% capacity saving from our operations budget (which we’ve reinvested into more value adding activities).”

Most customers don’t get up in the morning wanting to call their utility/insurance/mobile phone provider and so this book challenges why they have to. This book describes moving the emphasis from coping with customer demand to “challenging demand” for customer-initiated contacts. It explains, using case studies ranging from Amazon.com to Virgin Mobile, how companies can significantly reduce customer contact rates and provide “Fast+Simple” experiences to their customers.