#195 How to Identify Customers Who Never Complain Before They Leave

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What Are You Working Towards?

Chris Brodhead

176 episodes

1 day ago

Chris Brodhead interviews founders, marketing directors, filmmakers, and other fascinating people about the goals that drive them to create. Each episode ends with one big question: What are you working towards? The answers are surprising, inspiring, and often deeply human. The goal of the show is to help listeners live lives closer to their dreams—more money, more joy, less work they hate. Previously the title of this show was The Ultra High Net Worth Clients podcast.

Entrepreneurship

Business

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All content for What Are You Working Towards? is the property of Chris Brodhead and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Entrepreneurship

Business

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#195 How to Identify Customers Who Never Complain Before They Leave | Bill Price, Intendra AI

What Are You Working Towards?

23 minutes 3 seconds

1 month ago

#195 How to Identify Customers Who Never Complain Before They Leave | Bill Price, Intendra AI

Download our “Tell a Better Story, Win Better Clients” E-book at https://working-towards.com/Bill Price is one of the most influential minds in customer experience — and he joined us to break down how AI is transforming CX, why 88 percent of customers never complain, and how companies can finally eliminate friction at scale.Bill was Amazon’s first Global VP of Customer Service, where he helped build the customer-centric philosophy that powered Amazon’s explosive early growth. Today he runs Driva Solutions and is the Founder & CEO of Intendra AI, a CX analytics platform that identifies intents, reduces operational drag, and uncovers the “silent sufferers” who quietly churn without ever contacting support.In this conversation, Bill shares insights on:• The real story of Amazon’s early customer-centric culture• Why “the best service is no service”• How large language models are rewriting the rules of customer service• The 88 percent of customers who never complain — and how to find them• Why first-contact resolution is now misleading• How companies across hospitality, banking, ecommerce, and B2B services can proactively fix hidden friction• What Intendra AI is building today and where CX is going nextBill is also the author of four must-read books on CX:• The Best Service Is No Service• Your Customer Rules!• The Frictionless Organization• Zero Complaints⸻Guest LinksIntendra AIhttps://www.intendra.ai/Driva Solutionshttps://drivasolutions.com/Bill Price on LinkedInhttps://www.linkedin.com/in/bill-price-drivasolutions/Bill’s Bookshttps://www.amazon.com/stores/author/B001JSHFSM/allbooks?ingress=0&visitId=a36f7561-fb02-460d-a0ea-ad2cd221d6a4&ccs_id=98438664-2c15-4575-8e8d-dfaa695e3bbd🔗 Follow “What Are You Working Towards?” & Host Chris BrodheadWebsite: https://www.working-towards.comSpotify: https://open.spotify.com/show/4Guqegm2CVqkcEfMSLPEDriTunes: https://podcasts.apple.com/au/podcast/what-are-you-working-towards-with-chris-brodhead/id1569041400YouTube: https://www.youtube.com/@workingtowardsInstagram: https://www.instagram.com/working_towardsTikTok: https://www.tiktok.com/@working_towards⸻⚠️ DisclaimerThe views and opinions expressed on the “What Are You Working Towards?” podcast are those of the hosts, guests, and participants and do not necessarily reflect the views or positions of any entities they represent…