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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

September 15, 2023

Customer Experience Transformation: Failure Is Not an Option

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in...

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August 3, 2023

What Is Good Service? Customer Perceptions Keep Changing

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good...

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June 30, 2023

The World Needs CX Leaders

Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise...

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June 15, 2023

An Introduction to Customer Access Strategy

A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your...

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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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Recent Blogs:

  • A CX Goal: Universal Participation in Product and Service Innovation
  • Customer Experience Transformation: Failure Is Not an Option
  • Don’t Guess at Staffing: Proven Methods for Your Contact Center
  • Future-Proof Your AI-Powered Customer Service
  • Stories from the Field: Aligning Service and Mission

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