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Surpassing Expectations by Meeting Them?

You don’t need to reinvent the customer experience at your business by constantly trying to outdo yourself. In fact, according to customer service expert Shep Hyken, some of the most impactful customer experiences don’t come from extravagant gestures but from simply fulfilling your promises. Reliably, consistently, and maybe even a…
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Treat Every Customer Like a Co-Owner

You’ve probably heard of employee-owned companies—those workplaces where employees hold a significant stake in the business. These aren’t just feel-good stories; studies show that employee-owned companies often experience higher satisfaction, lower turnover, and a stronger culture overall. When people feel like they have skin in the game, they’re more engaged.…
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When Price Stops Being an Advantage

Many businesses are feeling the squeeze right now—even giants like Walmart are under pressure. In a recent CNN Business article, Walmart’s CEO warned that U.S. prices on many of its products are likely to increase due to tariffs on imports from China. That’s a big deal. Remember, millions of consumers…
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Being Helpful Is Better Than Being Right

Customers have too many options to tolerate frustration. If they don’t like how they’re treated by a business, they can walk across the street or open a browser on their smartphones to find someone else eager to help them. That means one of the only sustainable advantages a small business…
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Don’t Wait Until It’s Too Late

When it comes to delivering a top-flight customer experience, timing is everything. All too often, businesses wait until the very end of a transaction—or worse, until after a complaint surfaces—to find out how the customer felt about their experience. By then, the damage is done! Instead, the wisest businesses train…
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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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