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Blog

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

Monthly Archives: September 2021

September 30, 2021

Equipping Your Agents to Be Customer Advocates

Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s...

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September 23, 2021

Execute a Voice of the Customer Strategy

Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees,...

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September 17, 2021

Embarking on new customer experience initiatives? Avoid common pitfalls

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a...

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September 9, 2021

Customer Service Excellence

Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as...

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September 2, 2021

5 Universal Customer Frustrations

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s...

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Recent Blogs:

  • Are We There for Our Customers When They Need Us?
  • 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

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