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