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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Monthly Archives: February 2018

February 22, 2018

Cultivating Customer Advocates

Consider these numbers: Word of mouth drives 20–50% of all purchase decisions. (McKinsey) Advocate customers spend 2 times more than regular customers, and because they stay longer, have a...

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February 15, 2018

Customer Advocacy: Creating the Means to Act

The foundation of customer advocacy is knowing your customers. What they need, expect and experience. But that knowledge won’t get you far without the means...

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February 7, 2018

Hiring for Service: It’s Time for a Rethink

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service® Newsletter that I...

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