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The Paradox of Skill

One phenomenon that often goes unnoticed in the business world, and yet lurks within the fabric of every company, is the paradox of skill. This paradox manifests when highly skilled employees perform their tasks with such finesse that their expertise becomes nearly invisible. Their proficiency makes the complex seem effortless,…
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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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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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Sometimes the Customer Is Wrong

We’ve all heard that adage that the customer is always right. It’s a mantra that has shaped many of the interactions between businesses and their clientele. Upon closer inspection, however, most of us realize that this age-old saying is not always true. In fact, those of us who’ve worked in…
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