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Blog

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

Tag Archives: strategy

December 16, 2022

10 Components of a Customer Access Strategy

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact...

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September 29, 2022

The Customer Experience Sixpack

Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience...

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July 7, 2022

Developing Your Service Strategy

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy...

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May 26, 2022

Build the right skills, knowledge, and leaders

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many...

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December 17, 2021

The importance of effective service strategy

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...

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February 10, 2021

Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For...

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August 13, 2020

Using Strategy to Guide Decisions and Direction

Organizations that consistently use their strategies to help guide decisions tend to go from strength to strength. They make better decisions and then have a...

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February 20, 2020

Customer Access Strategy as Playbook

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University...

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February 14, 2020

Customer Service Strategy: Avoid Common Pitfalls

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. It’s called doing things.” He makes a great point....

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August 2, 2019

Article on Customer Service Trends

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...

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July 25, 2019

Gauge the Effectiveness of Your Customer Service Strategy

Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve observed...

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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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