New CS Book Shows How to Transform Interactions into Profitable Experiences

Your Hidden Profit Center: Mastering the 5 A’s of Successful Customer Engagement by Brett Frazer introduces customer service leaders to a simple framework that cultivates loyalty through engaging, tailor-made customer experiences.

Frazer is the best-selling author of Your Hidden Profit Center and co-founded Service Matters, LLC with a singular belief: In an age when products are often indistinguishable, Service Matters. Brett’s approach is about more than just solving problems. It’s about fostering leadership and community within the industry.

“Many customer service leaders are now tasked with transitioning from cost centers to value centers,” says Frazer. “When looking to make this evolution, I found a ton of high-level theories but a lack of practical blueprints on how to apply these concepts at the interaction level. The 5 A’s framework was developed to address this gap.”

Shellie Dow, retired VP responsible for customer support at Nintendo of America, says, “Brett’s book is the Contact Center 101 textbook that every C-suite leader should read!”

Rick DeLisi, co-author of The Effortless Experience and Digital Customer Service says, “Brett’s book gives you a structured and repeatable process that can and should become part of every company’s overall CX strategy.”

Dan Gingiss, author of The Experience Maker says, “In the realm of customer engagement, true success hinges on trust. Brett’s 5 A’s framework empowers your customer-facing staff to become trusted advisors, fostering lasting relationships and transforming interactions into meaningful connections.”