Nate Brown

Creating Quality Customer Service Interactions With DiSC

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to...

Speaking The Language Of CX Value

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone...

The Contact Center – Company Farm Team?

Most of us can agree that losing top talent outside the organization is something we should work to prevent.  However, something leaders don’t talk...

The Key to Great Customer Service: Collaboration

  When it comes to creating an exceptional service culture, nothing is more important than a team's ability to collaborate well.  Both the agent and...

Gamification in the Service Center

How to creatively motivate and retain employees in your support environment Originally posted on ICMI Blog Page, April 9th 2015 - http://ubm.io/1Ne3bix At times I wish...

Communicate Better with Your Customers

* As originally published to the Communicate Better Blog on December 11, 2014 When it comes to building relationships with key customers, our ability to...

High Altitude CX

Encouragement and practical wisdom for those ascending the mountain to better customer service. If you’ve never been to Mount LeConte in the Great Smoky Mountains,...

Cultivating Fantastic Customer Experiences

Originally posted on www.communicatebetterblog.com, August 15, 2014 I regret to announce my retirement from recreational gardening. It is a sad decision, considering my fledgling...

The Two Factor Theory and Customer Service

Originally posted on CustomerCentricSupport.com, August 5th, 2014  Co-written by Ben Patient and Nate Brown In the late 1950’s, Frederick Herzberg introduced his research that has revolutionized...

Survival Mode Kills You (And Your Team)

“The strong survive, but the courageous triumph.” - Michael Scott, The Warlock Have you settled...

The Customer-Centric Ambassador Program

Maintaining a customer-centric focus should be a priority for every group in your organization.  A simple concept in theory, but as soon as the...

Customer Service, Kayaks, and the Tennessee Wildlife Resources Agency

A lake-side lesson in credibility. Co-written by Jim Quiggins and Nate Brown “The unspoken.”  It’s not only a feature of awkward prayer gatherings, but it...

Customer Centric Lessons from “Divergent”

While it may not carry quite the same professional relevance as the DiSC test, the personality factions from Veronica Roth’s “Divergent” are a fascinating...

The Top Six Lessons from Six Years of Service

A jump start for those new to the Customer Service industry. Congratulations on winning your role in customer service!  As someone celebrating six years in...

Customer Delight vs. Customer Effort – Find The Perfect Balance!

https://www.youtube.com/watch?v=u6jusXI2--g&feature=youtu.be There are two camps forming. Both are waving the customer experience flag with great conviction. Thousands of support leaders are choosing sides...

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