Brett Frazer on Connecting Employee and Customer Experience

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