After 15 years of running service organizations, I've learned that the difference between a team that keeps clients and a team that loses them almost always comes down to soft skills. Product knowledge matters. Systems matter.
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Brittany Crawford is the Senior Director of Client Experience at Luxury Presence, where she leads initiatives focused on client success, service strategy, and long-term partnerships across the company’s network of real estate agents and brokerages. With a background in client strategy and relationship management, Crawford specializes in developing scalable processes and experiences that help clients maximize the value of their marketing and technology investments.
Published by Brittany Crawford
Meet our Talent Network
There's a fear spreading through customer service organizations right now, and I've heard it from leaders in our industry and beyond: AI is coming for my team. Some companies have already tested this theory. They pulled out their human support staff and replaced them with AI agents.
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Every service organization has a story it tells itself about what's working and what isn't. The only way to know if that story is true is to go talk to clients. When I joined Luxury Presence, that was my first move.
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