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Do Unto Your Employees

Most of us would agree that delivering exceptional customer service is essential for any kind of long-term success or growth. But what many overlook is the direct link between how employees are treated and how they, in turn, treat their customers. If a company expects its employees to be friendly,…
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The Power of Listening

Businesses that listen to both their customers and their employees possess an overwhelming advantage over their competitors. Gathering feedback isn’t just about checking boxes—it’s about making informed decisions to improve the customer experience, increase employee satisfaction, and drive revenue growth. At The Brandt Group, we understand the importance of feedback…
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Rise of the Machines?

Generative AI is rapidly transforming a variety of industries, not the least of which is customer service. Large corporations have been attempting to leverage AI to streamline their customer support departments through the power of Generative AI, using it to analyze customer interactions and improve responses through machine learning. This…
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Transparency Builds Confidence

One of the most significant obstacles to customer satisfaction is uncertainty. Customers often obsess over what could go wrong, from whether they’ve chosen the right options to whether the company is telling them everything they need to know before they commit. When customers feel unsure or feel left in the…
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Soothing the Burn of Rising Prices

Price increases are a constant challenge for both businesses and consumers alike. Inflation, supply-chain frustrations, and even rising minimum wages have all contributed to higher costs for everyone. These complications affect everything, both upstream and down, leaving many customers feeling like they’re being taken advantage of. However, with some thoughtful…
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How to Avoid the Common Customer Service Mistakes Small Businesses Make

Customer service is a cornerstone for all successful businesses, but it is especially critical for small companies where every individual customer matters. Despite this fact, many small businesses fall into common traps that damage their reputation and, ultimately, their bottom lines. Let’s talk about these mistakes and consider actionable advice…
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Train for Success: Use Mystery Shopping for Leadership Development

Strong leadership is the cornerstone of any successful small business. Effective leadership drives both company growth and fosters a positive work environment, as it sets the tone for providing an exceptional customer experience through example. When leaders prioritize customer satisfaction, their actions resonate through the company and provide the right…
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Boost Your Bottom Line with Mystery Shopping

Keeping your edge over your competitors requires more than just good branding and clever slogans. Even if you think your business already has good customer service, that alone may not be enough. Without a doubt, the tool you need—the one that can provide you with the insights necessary to drive…
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The Role Mystery Shopper Serves in Continuous CX Improvement

Maintaining an exceptional customer experience is critical for long-term success. Perhaps the most effective strategy to ensure continuous improvement is through the use of a mystery shopping program, especially as it relates to employee training. But what does continuous improvement really entail, and how can mystery shopping benefit small businesses…
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