Michael BrandtAug 8, 20212 minLeaders wanted!Leadership is not about one's position in a hierarchy, it is about attitude and character.
Michael BrandtAug 6, 20215 minNo business is too small to think about Customer ExperienceIf you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...
Michael BrandtJun 20, 20206 minSo, you want to know what your customers think? (4) – Who will be involved in the process?There needs to be absolute clarity as to who is responsible for doing what, and do it they must!
Michael BrandtMay 7, 20207 minSo, you want to know what your customers think? (3) - What information are you looking to obtain?In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior...
Michael BrandtMay 1, 20206 minSo, you want to know what your customers think? (2) - Convincing Senior Management and StakeholdersIn the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior...
Michael BrandtMay 1, 20203 minSo, you want to know what customers think? (1) - How to set up a VoC Program An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s...
Michael BrandtApr 28, 20203 minWhat is customer experience (CX) exactly?We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our...
Michael BrandtApr 28, 20203 minIs the result all that counts or does the journey to get there matter also?Some years ago, I was responsible for a service sales operation for large equipment used on diesel engines. Routine service on larger...
Michael BrandtApr 28, 20203 minClosing the loop with consistency:The 5 AsNot everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their...
Michael BrandtApr 28, 20202 minDo all your staff know how they affect customer outcomes?One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...