Be Customer Led

How to become maniacal about your employees and customers.

Author: Bill Staikos

We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external. Visit us on www.becustomerled.com
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Language: en

Genres: Business, Management, Marketing

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Brett Frazer on Connecting Employee and Customer Experience
Episode 82
Wednesday, 16 April, 2025

Meet Brett Frazer, a seasoned customer experience leader with a career spanning Microsoft, Adobe, and Sunbasket and co-founder of Service Matters. Brett emphasizes the vital link between employee and customer experience, illustrated through real-world examples and his Five A's framework—Acknowledge, Align, Assist, Advise, and Ask. Throughout the conversation, Brett explains how these principles drive long-term customer loyalty and business profitability.[01:46] Brett's Career Journey and Background [08:12] The Interconnection of Customer and Employee Experience [13:53] The Five A's of Successful Customer Engagement [26:02] The Hidden Profit Center and Long-Term Value [32:56] Practical Applications and Real-World Examples Connect with Brett:LinkedIn: linkedin.com/in/brettfrazer/Mentioned in the episode:Your Hidden Profit Center: Mastering the 5 A's of Successful Customer Engagement: amazon.com/Your-Hidden-Profit-Center-Successful