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Blog

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

Monthly Archives: June 2019

June 27, 2019

A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing...

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June 20, 2019

Customer Service Matters – Some Stats to Support Your Efforts

Customer service matters. It matters to customers and more and more statistics are showing just...

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June 13, 2019

The Problem with Daily Averages (and the Solution)

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June 11, 2019

How Customer Service Drives Innovation

Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife...

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June 6, 2019

Aligning Service with Vision and Mission

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our...

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Recent Blogs:

  • Be Bold in Doing What’s Right
  • Can agents get work done between customer contacts?
  • 6 Traits of a Customer-Focused Culture
  • Employee Engagement: The Key Driver and 4 More
  • A “safe” CX strategy may be dangerous

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