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Moving Beyond the Carrot and Stick

Employee management is an ever-evolving practice, one where expectations and effective solutions continue to change. For a long time, managers have relied upon rewards and punishments, upon carrots and sticks, to control their employees. However, more and more employees are responding negatively to this philosophy, and thoughtful leaders are now…
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Balancing Automated and Human Customer Service

The most important component of the customer experience—the combination of products, services, brand reputation, discoverability, and more—is easily customer service. In fact, one could say that no matter what your industry is, it’s your most important product. No wonder so many businesses are seeking new and innovate ways to enhance…
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The Full Spectrum of the Customer Experience

Customer service transcends the boundaries that most people picture when they consider the term. It is no longer relegated to a department or call center, and has evolved into a holistic approach encompassing every interaction the customer has with your brand. This includes the initial discovery phase and the post-purchase…
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When Easy Ain’t So Easy

In the world of customer experience, the term easy gets bandied about quite a bit. We all want seamless experiences, from finding the right products and services to using them once we’ve made the decision. Nevertheless, we’ve all found ourselves grappling with complexities beyond our expectations—and even beyond our abilities…
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Improvement Imperative

One of the many adages that most of us know is, “Why fix what isn’t broke?” The idea is that we should avoid expending time and resources to improve something that is already working, especially if there’s a risk that we might accidentally take a good thing and make it…
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Happy 2024!

We stand on the cusp of a new year, and we at The Brandt Group feel compelled to take this moment to express our heartfelt gratitude to each and every one of our clients who entrusted their business development to our consultancy in 2023. Together, we embarked on our thirty-first…
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Care Enough to Be Curious

Where competition is fierce and attention spans are short, businesses must grapple with the question of how to stand out from their peers. While flashy marketing and unique selling propositions certainly have their attention-grabbing merits, the best differentiator is the often-overlooked realm of employee-customer interactions. Let’s take a moment to…
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Using Value to Make Cost Irrelevant

Price has long been a sticking point for many consumers, regardless of the economic conditions. Whether we’re in a boom or a downturn, no one likes overpaying, right? But most of us also understand that cheaper experiences are usually inferior. Consequently, companies must often grapple with the challenge of offering…
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Give Customer Service Agents a Break

We live in a world of instant gratification. Products can appear at your doorstep in a matter of hours through same-day delivery, food can show up from a restaurant in a matter of minutes, and information can be found online in seconds. So, no wonder fewer and fewer of us…
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