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.
Embarking on new customer experience initiatives? Avoid common pitfalls
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...
Customer Service Excellence
Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as steps that leaders and teams can take to make a difference for their customers. It concluded with several...
5 Universal Customer Frustrations
Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a store, send it in for repair...
10 Components of a Customer Access Strategy
It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you might have thousands of agents working across multiple sites. In either case, or any point in between, you need a Customer Access...
Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.” You’ve probably heard similar delay announcements when contacting organizations: “Due to unusually heavy demand... “ Supply and production issues are, as Carrington York...
Understanding customer expectations
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing? This video from my LinkedIn Learning course...
Three Surprising Facts About Customer Experience
Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs and various methodologies. The problem? This noisy, cluttered space has led to confusing,...
Quantifying customer lifetime value
Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is to your organization over time, rather than just one purchase. You can learn more about a...
Want to Deliver a Great Customer Experience? Give Your Employees a Voice
When you think about customer experience, what comes to mind? For most people, the answer is likely that it’s an organization’s responsibility to provide customers with a great experience. This isn’t wrong, but there’s more to it. Your best-laid plans for customer...
Search
Categories:
- AI (6 posts)
- Call Center (655 posts)
- Contact Center (662 posts)
- Customer Access Strategy (126 posts)
- Customer Experience (330 posts)
- Customer Relationships (270 posts)
- Customer Service (628 posts)
- Customer Surveys (31 posts)
- Leadership (476 posts)
- LinkedIn Learning (93 posts)
- Mobile (34 posts)
- Multi-channel Support (73 posts)
- Organization and Culture (164 posts)
- Organnization and Culture (1 posts)
- Podcasts (23 posts)
- Quality Management (78 posts)
- Research/Statistics (58 posts)
- Self-service (14 posts)
- Social Media (31 posts)
- The Edge of Service (35 posts)
- Uncategorized (16 posts)
- Videos (177 posts)
- Workforce Management (107 posts)