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Blog

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

Tag Archives: LinkedIn Learning

January 4, 2023

Stories from the Field: Improving the Service Process

Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time...

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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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December 1, 2022

5 Secrets to Quality Service

I’ve seen organizations achieve every level of success. Some top their industry in customer loyalty, and they enjoy the strong business results that come with it. Others struggle as...

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October 7, 2022

Managing Customer Feedback: A Self-Assessment

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach? This video, from my...

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September 9, 2022

Customer Service Leadership: Understanding Customer Expectations

An essential part of customer service leadership is understanding what customers want. But what do they expect? And...

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August 19, 2022

The First Pillar of Customer Experience

To deliver great experiences, we need to know where we’re going as an organization and what our goals are. The first pillar of customer experience is vision.  This...

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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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May 5, 2022

Want to improve customer service? Look at your processes

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and...

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April 21, 2022

Service Metrics for Accessibility and Quality

Accessibility and quality are closely related. Quality can’t happen unless our services are accessible, but quality also impacts accessibility. If you don’t handle interactions with...

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April 7, 2022

A Structured Approach to Customer Advocacy

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing...

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March 23, 2022

Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...

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February 22, 2022

Tell your customer’s story

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...

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Recent Blogs:

  • Building the “Frictionless” Organization—an Interview with Bill Price
  • Forecasting the Contact Center Workload
  • Will the Fundamentals Change?
  • Stories from the Field: Improving the Service Process
  • Celebrate – often!

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