Insights
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.
Who are your innovators?
I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and I was young and eager to learn. He lamented the fear...
Great customer experiences happen by design
Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what makes customers unhappy in the first place. Of course,...
Essential Metrics for the Service Operation
There are many variables in customer service and different perspectives of what's important. What should you focus on? We've found there are seven key aspects of service that should always be reflected in metrics. They build on each other and form a powerful...
Leveraging customer interactions to provide strategic value
Any part of the organization that interacts directly with customers has the potential to create value on three distinct levels: efficiency, customer satisfaction and strategic value. Level three leverages customer intelligence to deliver strategic value to the...
The Power of Brand Advocates
Customers are advocates when they positively promote your products and brand. Brand advocates, as they're often called, bring much value to the organization. The benefits of customer advocates are powerful. This video, from my LinkedIn Learning...
The Psychology of Queues
Queues are a fact of life—especially now, given staffing shortages and growing workloads in many organizations. All contact centers—even emergency services—queue customers some of the time. Answering every contact immediately would take as many staff as inbound...
Managing Customer Feedback: A Self-Assessment
Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach? This video, from my LinkedIn Learning course "Customer Service: Managing Customer Feedback,"...
The Customer Experience Sixpack
Just as there are six flight characteristics essential to pilots (which they refer to as the “sixpack”), there are six dynamics essential to customer experience leaders. We’re not talking about drinks or abs—these are the six underlying and most basic dynamics at...
Removing Barriers: Demotivators
When it comes to empowering employees to do their best, incentives, rewards, and other motivational tactics typically have limited impact. But you can implement strategies that knock down barriers to great work and significantly improve your customer service. Here's a...
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