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.
Customer Journey Mapping Tips
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason...it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. There are countless ways to...
Innovation is the heartbeat of customer experience
The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation's a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do you...
Controlling Contact Center Costs—the Right Way
With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can be successful. But the wrong approach can backfire in the form of new and/or hidden costs, frustrated employees...
Measuring Individual Performance in a Customer Contact Center
Measuring individual performance is a topic that has long been controversial. Performance measures are usually tied to behavior expectations and standards so many questions can come up. Are the measures fair? Are they truly within an...
Important Lessons for Leveraging Technology
With a clear vision and sound processes, the right technology solutions tend to come into focus. Some improvements will be incremental—small wins here and there—and others will be more sweeping. As you look for ways to leverage technology—whether incremental or...
Developing Your Service Strategy
Whether you're a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers. Strategy is the bridge between your organization's vision and mission and the specific...
Do your goals and metrics foster employee engagement?
This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees we need to handle it...
Quality standards that align with customer experience
Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.” You’ll...
Justifying Your Customer Service Budget
There are several important aspects of how to justify your customer service budget. You’ll want to use analysis you’ve done on the cost of poor service and the value of good service. It’s a bit like planning a trip. You might use a taxi or rideshare service to meet...
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