Transforming Customer Support Through Flexibility and People-Centric Leadership – Insights from Blair Wilen
If there’s one thing I’ve learned from my time hosting Epochal Growth, it’s that kindness, empowerment, and trust are more than just buzzwords. They’re values that have the power to completely transform how we lead teams, run businesses, and build relationships with customers. In a recent conversation with Blair Wilen, founder and CEO of Ethos Support, we explored how these values are embedded in his business model and why they matter now more than ever.
For those of you who may not have tuned in to my podcasts yet, here’s what you need to know: we don’t just talk theory. We get into the real, tangible ways that leadership can evolve to better serve both employees and customers. My conversation with Blair highlighted some powerful insights on how flexibility in leadership and a deep commitment to employees can drive business success.
Kindness and Empowerment: The Foundation of Strong Leadership
Blair didn’t mince words when he talked about the importance of treating people well—both customers and employees. At Ethos Support, a customer experience (CX) transformation company, kindness isn’t just something they preach. It’s something they practice, starting with how they treat their team.
In an industry often focused on squeezing the most out of employees, Blair and his co-founder, Anne Bibb, have taken a different approach. They prioritize empowering their team with reasonable workloads, fair wages, and flexible work environments. What’s revolutionary about this? It works.
"What we’re really about is paying people well and treating them well. We pay two to three times the average market rate and make sure they’re not overworked."
— Blair Wilen
By empowering their agents, Ethos Support creates an environment where team members aren’t just pushing through tasks—they’re delivering thoughtful, empathetic interactions with customers. This commitment to people-first leadership is something that more businesses could benefit from.
Flexibility is the Future of Customer Experience
One of the biggest takeaways from my conversation with Blair is that flexibility is crucial—not just for employees, but for customers too. Ethos Support has become known as one of the most flexible BPOs (business process outsourcing providers) in the industry, allowing clients to tap into support when they need it, without the rigidity of long-term contracts or large minimum team sizes.
What struck me the most about this approach is how it’s designed to meet businesses where they are, instead of forcing them into a mold.
"There’s no reason any BPO should have minimum team sizes or term contracts. Flexibility should be the standard, not the exception."
— Blair Wilen
By offering that kind of flexibility, Blair and his team help businesses scale their support services in a way that truly serves their growth, not just their bottom line. It’s about building lasting relationships with clients, not just fulfilling a service.
The Power of Investing in Your People
One of the recurring themes in my podcast conversations is how businesses that invest in their people see long-term gains. Blair reinforced this idea by sharing how Ethos Support has built its entire model around reducing attrition and making sure employees feel valued.
In an industry known for its high turnover, where agents are often overworked and underpaid, Ethos has managed to keep their attrition rate at less than 5%—and in many cases, zero. This isn’t a coincidence. It’s the result of a deliberate choice to treat people with respect, offer competitive pay, and create a supportive work environment.
"Our agents don’t leave. They’re paid well, treated with respect, and given workloads they can manage. It’s simple, but effective."
— Blair Wilen
By putting the employee experience on par with the customer experience, Blair has created a company culture where people genuinely want to stay. That’s not just good for morale—it’s good for business. Happy, empowered employees lead to better customer interactions, which in turn drives customer loyalty.
Why Support Teams are a Business Differentiator
We often think of customer support as a necessary evil—something that businesses need to handle but don’t often think about as a strategic advantage. Blair turned that idea on its head by emphasizing how support teams can be a major differentiator for businesses. When support is handled well, it becomes a key part of the customer experience, one that can even drive sales.
One of the examples Blair shared was how his team at Ethos Support doesn’t just resolve customer issues—they use every interaction as an opportunity to deepen relationships and increase customer engagement.
"Support isn’t just about fixing a problem. It’s an opportunity to create an experience, build loyalty, and even drive additional sales."
— Blair Wilen
Imagine reaching out to customer support and not only getting your issue resolved, but also having a meaningful interaction that leaves you feeling even more connected to the brand. That’s what Blair is building at Ethos, and it’s a lesson that more businesses should take to heart.
Key Takeaways:
Kindness and empowerment in leadership create environments where teams thrive and deliver exceptional customer experiences.
Flexibility is the future of customer support, allowing businesses to scale their services in a way that meets their needs without rigid contracts or unrealistic team sizes.
Investing in your employee experience is just as important as investing in your customers—happy employees lead to better customer outcomes.
Support teams are not just a necessary function; they can be a major differentiator, driving customer loyalty and even increasing sales through thoughtful interactions.
This Is Why You Should Tune In to Hear More
If these ideas resonate with you, then you’ll want to dive deeper into the full conversation with Blair Wilen on the Epochal Growth podcast. It’s not just about business theory—it’s about real-world examples of how leadership grounded in kindness, trust, and empowerment can revolutionize how we think about work, customer experience, and business success.
Blair’s insights are practical, actionable, and worth hearing, especially if you’re looking to create a more flexible, people-first approach to leadership in your own business. So, whether you’re a business owner, a leader, or just someone interested in better ways to lead, you’ll find valuable takeaways in this episode.
Ready to listen? You can check out the full conversation here.
