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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:

  • How to Leverage Your AI-Powered Customer Support Strategy
  • A CX Goal: Universal Participation in Product and Service Innovation
  • Customer Experience Transformation: Failure Is Not an Option
  • Don’t Guess at Staffing: Proven Methods for Your Contact Center
  • Future-Proof Your AI-Powered Customer Service

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