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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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Going Beyond What’s Expected

We’ve discussed the importance of not going over-the-top for customers so often that it leads to unreasonable expectations beyond what’s sustainable. Rather, we’ve encouraged our readers to strive to deliver a consistently great customer experience with only the occasional grand gesture for the special customer or unique circumstance. That’s all…
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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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The Whole Experience

Shep Hyken’s recent article titled, “We All Know What CX Means, But What about EX, WX, DX, UX, and More?,” is a tongue-in-cheek look at how customer service experts like to label everything as some kind of experience to manage. On this blog, we usually discuss the Customer Experience (abbreviated…
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