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
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