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Blog

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

Category Archives: The Edge of Service

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September 1, 2022

Refocus on Customer Advocacy

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll...

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July 29, 2022

Controlling Contact Center Costs—the Right Way

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can...

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May 20, 2022

A Humbling Lesson in Customer Experience

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable....

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April 14, 2022

The best way to improve employee engagement

When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...

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March 3, 2022

Customer Experience ROI: Risks of Inaction

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks...

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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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November 21, 2019

The Edge of Service: Principles of Effective Budgeting

It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they...

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November 6, 2019

When Building Your Brand, Be Yourself

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler...

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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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May 24, 2019

Tech Leadership – For Non Techies

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and...

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April 25, 2019

How Effective Is Your Service Strategy?

On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy...

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December 20, 2017

The Highest Level of Leadership

As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had...

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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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