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Blog

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

Monthly Archives: July 2021

July 29, 2021

Quantifying customer lifetime value

Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is...

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July 22, 2021

Want to Deliver a Great Customer Experience? Give Your Employees a Voice

When you think about customer experience, what comes to mind? For most people, the answer...

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July 15, 2021

Everyone has a role in customer experience innovation

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late...

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July 8, 2021

Harness innovation to deepen customer relationships

When developing a customer service strategy, the final step is to innovate and align. Where are the opportunities to get even better? How do you...

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July 1, 2021

Eliminate the most damaging customer service frustrations

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and...

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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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