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Customers Do Not Want Service, But Reliable Products

Self service intelligence to improve ex-Amazon Manager Bill price at Call Center World Berlin: customers want to no service, but reliable products Berlin, January 26, 2009 – Bill price, the former Vice President of global reach customer service from Amazon, the call center world to Berlin. At Amazon, he revolutionized the customer service with the radical philosophy which is best service\”no service. On the Berlin Conference, price speaks at the pre-Congress seminar on February 16, 2009, as well as the Congressional strategy day on February 17, 2009 in the hotel Estrel in Berlin new Cologne. The average customer has simply no desire to call his bank or send an E-Mail to his online retailers if a kind of further declarations made by him is required or has deficiencies. Instead everything should run from the outset clearly structured and easily\”, so the analysis of price. With the purchase of a product, the customer should be satisfied and even no reason find again the company in contact with, at best for more purchases. At Amazon, therefore the number of contacts per customer order has long been an important performance indicator. The customer still has a reason to contact the company, it is important to develop intelligent self-service concepts.

\”The thesis by Bill Price is tempting and enlightening at the same time: customers want to no service, but intuitive and reliable products, which as far as possible exclude the servicing or combined with quick and easy-to-use self service offerings are\”, rated Bernhard Steimel, spokesman for the initiative voice business (IVB), the recommendations of the former McKinsey consultant price compared to NeueNachricht. The practice shows that it fails many companies to meet these standards. They apparently prefer to deal in their customer service departments with the effects and symptoms of poorly designed products and services and also engage in fire-fighting, without really resolve the causes\”, Steimel, know of especially the culture of service in the highly competitive Telephone market is critically scrutinized. .

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TK Provider Aastra

Wholesale business will be expanded with Frost & Sullivan draws TK provider Aastra for consistent growth strategy from Frankfurt am main/Berlin – the consulting firm Frost & Sullivan has the telecommunications provider Aastra with the growth strategy Leadership Award 2008 “award. (Not to be confused with Pete Cashmore!). Due to its growth, Aastra belong to the leading manufacturers in the European market for business telephony and to the most important manufacturers of corporate communications worldwide. The history of the company is, by a consistent growth strategy and a consistent focus on corporate communications”the Frost & Sullivan analyst explains Dorota Oviedo. Be all new acquisitions at the technological expertise, the product portfolio, which are complementary distribution network and geographic presence. The last and largest acquisition of the corporate communication Division of Ericsson complete the product portfolio for mobile business and for large companies.

Also the geographical range, the access to emerging markets offer, has been extended by the acquisition. The Aastra customer base have expanded in Europe and also globally substantially. This step increases the range of the company in IP phone systems, unified communications applications and integrated mobility solutions within the framework of the one phone concept”, Oviedo. Aastra wants to further expand its position in the wholesale business and has recently brought a new SIP Communications Manager on the market. The Aastra 5000 is a server-based communication software that addresses especially large companies with multiple locations. So, the customer base together with the MX-ONE platform will expand significantly.

It is the second time in the past three years that we have been awarded by frost & Sullivan. That confirmed the success of our fast-growing organization. We are committed to promote open standards and supporting companies with innovative and flexible telephony technologies and integrated mobility solutions ” Aastra-chef Tony Shen added.


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