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Blog

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

Tag Archives: Leading the Customer Experience

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 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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March 24, 2023

Are We There for Our Customers When They Need Us?

CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior...

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February 16, 2023

A “safe” CX strategy may be dangerous

You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...

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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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December 22, 2022

Celebrate – often!

Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers...

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December 9, 2022

Customer Advocacy: The Secret Sauce

There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s...

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November 18, 2022

Who are your innovators?

I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus,...

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November 10, 2022

Great customer experiences happen by design

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what...

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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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September 16, 2022

Justifying Operational Budgets

When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit...

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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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