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Turning Transactions into Relationships

Not long ago, a member of The Brandt Group shared a story that perfectly illustrates the kind of customer experience we should all be striving for. He had stopped into a local nature store—one of those specialty shops that sells bird feeders, seed blends, and other products for backyard birding…
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Finding the Balance Between Efficiency and Empathy

It’s a world of instant everything. Your customers expect you to solve problems faster than ever, but they still want to feel heard, respected, and genuinely cared for. That’s a tall order, isn’t it? Recent research backs this up. According to Verint’s 2025 Customer Experience Report, 86% of consumers now…
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Walking the Talk

“Customer-first” is a phrase you’ve probably heard a hundred times. Maybe you’ve even written it into your company’s mission statement. But as easy as it is to say, living it takes intention, discipline, and the courage to see your business through your customer’s eyes, to admit when you’re wrong and…
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Make Authenticity Part of Your Brand

Many customer experience blogs, including some of our own, will stress the importance of making every customer interaction personalized and engaged. Using the customer’s name, having knowledge of the purchase history, listening for empathy and comprehension, remembering to mention the current promotions or suggest the right add-ons—these are all critical.…
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