If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...Read More >>>
Category Archives: Podcasts
What Leaders Should Know About Call Centers
Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.Read More >>>
How to Build Profitable Relationships
Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating...Read More >>>
Ensuring Customer Accessibility
Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.Read More >>>
Traits of a Well Managed Call Center
Brad shares the traits that are common among successful contact centers.Read More >>>
Do Customers Understand Your Access Alternatives?
Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.Read More >>>
Companies Using Access Strategies to Bolster Their Brands
Brad shares examples of organizations that are shaping access strategies that support and further their brands.Read More >>>
Is Social Media a Channel or a Strategy?
What is social media? A channel? A strategy? How we use these terms matters! This podcast is also available as an article: Is Social Media a...Read More >>>
Questions Answered by Your Customer Access Strategy
Shaping an effective customer access strategy will enable you to answer many important questions.Read More >>>
What Does a Customer Access Strategy Look Like?
Customer access strategies are like business plans – they vary greatly. Here, Brad discusses a standout example of an effective access strategy.Read More >>>
Components Of an Effective Customer Access Strategy
In this podcast, Brad identifies the major components of an effective customer access strategy: customers, contact types, access alternatives, hours of operation, service level and...Read More >>>
The Importance of a Customer Access Strategy
Your customer access strategy is an important tool for ensuring that your strategic direction is aligned with customer needs and expectations.Read More >>>