Empathy in Business: Why It’s Essential for Both Customers and Staff
If we want to build organisations that thrive, we must remember that empathy isn’t just good for people- it’s good for business too.
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Michael Brandt
Mar 19
The Critical Role of Seamless Handoffs in Enhancing Customer Experience: A Deeper Dive
The ability of organisations to deliver a seamless customer experience is a fundamental necessity in today's highly competitive markets.
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Michael Brandt
Feb 23
The Delicate Balance of Science and Humanity in Customer Experience
Scientific methods offers invaluable insights into customer behaviours and trends, but fail to fully capture the essence of human connection
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Michael Brandt
Jul 20, 2023
Why customer surveys are dying a death…
Can AI and data analytics really replace first-hand customer feedback?
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Michael Brandt
Jun 16, 2023
The NPS Dilemma: Is It Time to Quit the Addiction?
Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...
43 views1 comment
Michael Brandt
Jun 2, 2023
The Irreplaceable Value of Face-to-Face Customer Interviews in B2B: Why AI Falls Short
The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential
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Michael Brandt
Sep 17, 2022
Can technology alone develop relationships?
Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...
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Michael Brandt
Aug 9, 2022
The Power of an Employer Brand: How Employee Sentiment Can Drive Success
Introduction Some years ago, as head of a customer feedback programme in a large global organization, I went to the Head of HR and...
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Michael Brandt
Aug 7, 2022
Never mind the score, focus on the actions
When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!
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Michael Brandt
Jul 7, 2022
Leaders are accountable!
Leadership also means taking responsibility and being accountable.
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Michael Brandt
Aug 8, 2021
Leaders wanted!
Leadership is not about one's position in a hierarchy, it is about attitude and character.
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Michael Brandt
Aug 6, 2021
No business is too small to think about Customer Experience
If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...
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Michael Brandt
Jun 20, 2020
So, you want to know what your customers think? (4) – Who will be involved in the process?
There needs to be absolute clarity as to who is responsible for doing what, and do it they must!
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Michael Brandt
May 7, 2020
So, you want to know what your customers think? (3) - What information are you looking to obtain?
In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior...
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Michael Brandt
May 1, 2020
So, you want to know what your customers think? (2) - Convincing Senior Management and Stakeholders
In the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior...
77 views0 comments
Michael Brandt
May 1, 2020
So, you want to know what customers think? (1) - How to set up a VoC Program
An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s...
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Michael Brandt
Apr 28, 2020
What is customer experience (CX) exactly?
We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our...
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Michael Brandt
Apr 28, 2020
Is the result all that counts or does the journey to get there matter also?
Some years ago, I was responsible for a service sales operation for large equipment used on diesel engines. Routine service on larger...
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Michael Brandt
Apr 28, 2020
Closing the loop with consistency:The 5 As
Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their...
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Michael Brandt
Apr 28, 2020
Do all your staff know how they affect customer outcomes?
One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...
76 views0 comments
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