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.
Drive Innovation with Convenience Design
One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing effort is convenience design. Digital experiences aren’t always more convenient. A colleague recently...
Managing customer feedback in real time
Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to...
Build a Brand Advocate Pyramid
Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your organization. As you think through the many possible alternatives for engaging with both passive and active...
Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I've seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I...
Customer Experience ROI: Risks of Inaction
One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories...
Tell your customer’s story
In the earlier years of my career, I put a lot of emphasis on logic and data. I've since discovered that the best customer experience leaders wrap data in a compelling narrative. They bring it to life and stir others to action. Learn about several tools you can use to...
Collecting structured and unstructured customer feedback
Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a...
Three Immutable Laws of Contact Centers
There are three immutable laws at work in contact centers that you must keep in mind. They're always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well. Find...
The biggest barrier to improving customer experience
Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right employees and the uncertainties created by an evolving pandemic that has gone on far longer...
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