Brad's 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.
What Is Good Service? Customer Perceptions Keep Changing
The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge....
Building Trust and Empowerment with Customer-Focused Coaching
Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that's not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes...
Engaging Your Team: Leadership Principles for Lasting Success
Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it. But, as many leaders have learned (some the hard way), off-the-shelf...
Counting What Counts: Pitfalls of Service Metrics in Customer Service
In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn't it be nice if everything could be represented in numbers and run through an IBM machine? But he warned, "Not...
The World Needs CX Leaders
Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise above all others—including one that may seem counterintuitive. 1. This is a unique journey One reason effective...
Engaging with Customers Who Are Brand Promoters
Customers who are active promoters are demonstrative and outgoing about your brand. They're eager sharers. They converse with you and appreciate and expect recognition in return. They convince others to try your products or brand, and they'll try new or other...
An Introduction to Customer Access Strategy
A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your day-to-day operations. It is “a framework—a set of standards, guidelines and processes—describing the means by which...
Acting on Feedback: 8 Criteria to Determine What Actions to Take
When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, "I read every comment that comes in." Wow, what a commitment. And, when determining what actions to take, you can just...
How Generative AI Will Transform Contact Centers and Shape Your Career
The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is taking the world...
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