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Blog

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

Tag Archives: customer relationships

May 25, 2023

From Troubadour to Catalyst: How Stories Drive Change in Customer Experience

In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They...

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May 9, 2023

7 Characteristics of Customer Advocacy: A Self-Assessment

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment....

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April 28, 2023

Managing Perceptions When Capacity Is Limited

What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats...

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April 20, 2023

Four Words That Changed My Views

It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr....

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April 12, 2023

Evaluating CX Improvement Initiatives

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is...

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March 16, 2023

Be Bold in Doing What’s Right

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit...

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March 3, 2023

6 Traits of a Customer-Focused Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...

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February 23, 2023

Employee Engagement: The Key Driver and 4 More

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement?  As it turns out the key driver is purpose. Watch this...

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February 10, 2023

Listening to the Voice of the Customer

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and...

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February 1, 2023

Use a CX dashboard to cut through the clutter

The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial...

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January 24, 2023

Building the “Frictionless” Organization—an Interview with Bill Price

Bill Price is a longtime friend and industry colleague in the customer service space. Bill...

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January 12, 2023

Will Contact Center Fundamentals Change?

The technologies powering today’s always-on world, along with fast-evolving customer expectations, are dramatically changing the nature of how products and services are provided and supported....

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Recent Blogs:

  • From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
  • The Power of Meaningful Work in Customer Service
  • 7 Characteristics of Customer Advocacy: A Self-Assessment
  • Managing Perceptions When Capacity Is Limited
  • Four Words That Changed My Views

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