Customer Experience Blog
Expert insights on customer experience, employee engagement, and service leadership. Stay ahead with Brad Cleveland’s blog—featuring CX trends, actionable strategies, and real-world solutions to help you improve customer satisfaction, streamline operations, and drive business success.
Does your customer service strategy drive success?
There are many ways to approach customer service strategy, but there are three common characteristics among organizations that have the most success. This LinkedIn Learning video from my course “Customer Service Strategy” outlines these characteristics. And in every...
The Customer’s Perception of Service
Service quality is defined in terms of the customer's perception of how well your services meet his or her expectations. Simple, right? But wait, aren't expectations always changing? What do customers expect? The good news is identifying customer expectations is not...
“Live” these 5 principles to create a culture of employee engagement.
What do successful organizations with high employee engagement have in common? I’ve observed some principles that, without fail, are at work—vision, values, communication, collaboration, and others. The key is to “live them”—not just give them lip service. 1....
Is your definition of quality service delivery too narrow?
Establishing the right standards for quality service delivery is essential to efficient and effective service. But many focus their quality efforts solely on customer interactions. In this video, from my LinkedIn Learning course "Quality Standards in Customer...
AI Magnifies Customer Service
AI magnifies customer service and brand reputation. Gone are the days when customers only checked a few review sites before making buying decisions. Now, millions turn to AI, which gathers information from hundreds of sources—reviews, social media, complaint boards,...
Don’t neglect your brand. Actively build customer engagement.
I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the wait to get in became longer. To customers, this was just confirmation that the restaurant was a...
Why Great Leaders Never Skip One-on-Ones
Unlock the true power of leadership with effective one-on-one meetings! In this episode, Brad Cleveland shares why skipping these vital conversations is a mistake, and how regular one-on-ones can transform your team’s engagement, trust, and accountability. Drawing on...
A Powerful Pair: Drive customer service rep performance with these two metrics
Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual's control?...
No data? No problem! Forecasting new service
New products, marketing campaigns, support channels or accounts may not have much, or any, history you can use for forecasting new service. AI and self-service initiatives can change patterns that existed in the past. Even adjusting hours of operation can leave you...
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