Is your organization struggling with:
- Inconsistent customer experiences?
- Services that are overly complicated?
- Too many competing priorities?
- Lack of buy-in and support?
Each year, Brad and his team work with a few select organizations to simplify and strengthen services that build customer loyalty, employee engagement, and strong business returns.
Recent Projects:
- Upgrading Learning and Development: Worked with forward-thinking organization to upgrade learning and development programs so that they incorporated the rapid and substantial developments in AI and related innovations. The immediate results included better management decisions, successful adaptations, and higher levels of employee involvement and support.
- Simplification of Services: Worked with the 30,000-employee service arm of a federal government to simplify services and streamline processes—resulting in a 45% improvement in customer access, improved staff morale, lower absenteeism, and cost savings estimated at $60 million (USD) over five years.
- Workforce Management: Helped a large healthcare insurance provider conquer a massive backlog of work through improved forecasts and schedules and optimized processes—resulting in a significant improvement in customer satisfaction, reduction in employee turnover, and improved capacity.
- Customer Access Strategy: Facilitated a customer access strategy workshop for a fast-growing network technology company that provides the backbone of enterprise networks and security to organizations around the world. The result was a much clearer and more coordinated playbook for serving diverse customers.
- Customer Experience Initiative: Developed resources and facilitated a series of workshops (based on Brad’s “10 Pillars of Customer Experience” framework) for leaders (“influencers”) across all divisions of a global supply chain company. The initiative improved both the customer and employee experience, evidenced by NPS and other metrics.
- Vision and Strategy: Assisted a provincial government in Canada and their primary supplier of services (a private company) in developing a strategy that outlined goals, direction, key metrics, and responsibilities. The project helped transform a strained relationship into a productive partnership that is delivering better services.
Testimonials
“Brad has been a strategic
partner for us…raising the
profile of the customer
service organization.”
Larry Eiser
Managing Principal, Contact Center Insights and Former VP, Duke Energy
Why Brad has been called a “Secret Weapon”
- Expertise on demand
Brad and his team can assemble just the right know-how for your project without the hit-or-miss experience and overhead demands of large consulting firms. - Diverse Experience
Brad has worked with a diverse range of organizations across five continents, from small entrepreneurial start-ups to national governments and multinational corporations. - Top-Tier Clients
Brad sees what works and where trends are going—he’s provided education or consulting services to over 70% of the organizations that hold the top net promoter scores in their industries. - World-Class Guidance
Consulting services are informed by the world’s leading standards and practices, ensuring you are positioning your organization for future success. - 100% Objective
Brad is 100% independent; you can depend on advice that is completely objective and free from supplier or solution bias. - Clarity and Scope
Brad will work with you to clearly define your objectives, without the upsell or add-on pressures typical of many consulting firms. He is “easy to work with.” - About You
Ultimately, the best solutions don’t come from a consultant—they are built on the enormous potential already resident in your team and organization.