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The Hidden Profit Center
Manage episode 487253565 series 3394035
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We discuss Brett's new book - The Hidden Profit Center
Brett Frazer is a Customer & Employee Experience Executive, with 18+ years in customer experience success, leading teams and organizations delivering world-class operations. I excel at driving customer and employee loyalty that improves organizational bottom line. Renowned for delivering operations excellence, leveraging best-in-class customer support cultures and infrastructures.
He is proficient at directing employee success across complex organizations from start-ups to multinationals to create measuring points to identify opportunities for improved employee engagement, connectedness, and career advancement.
Sunbasket needed to reduce customer churn due to poor quality. As VP, Customer Service, Brett led Total Quality Initiative across Operations, Logistics, Food Product, Digital Product, and Marketing teams. He analyzed VOC measurements, correlated quantitative purchase, skip, and churn data then streamlined the quality scorecard and broke down silos of independent qualitative VOC measurement. Succeeded in reducing quality issues while improving NPS and growing TrustPilot rating from 2.8 to 4.7.
Sunbasket needed to increase the likelihood of new customers moving from trial to habituation. As VP Customer Service, he assessed reasons for customer trial period concerns. He designed and executed programs with Marketing to improve customer onboarding, evaluated timing/content of messaging then completed A/B tests of proactive onboarding outreach and introduced in-product messaging prompts to the customer journey. Succeeded in increasing habituation with further rate increase predicted.
Brett is an expert at utilizing quantitative and qualitative data to design, implement, and improve customer experiences across the entire customer journey to drive customer loyalty and retention.
I am passionate about ingraining customer and financial outcomes-focused approaches across Contact Centers, Marketing, Operations, and Development teams.
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