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.
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...
Justifying Operational Budgets
When considering important aspects of justifying operational budgets— the funding you’ll need quarter after quarter, year after year — I recommend you use a toolkit of five ways to value returns on good customer experiences, and five types of costs that result from...
Customer Service Leadership: Understanding Customer Expectations
An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing? You can explore the answers to these questions in this video below from my newest LinkedIn Learning course...
Refocus on Customer Advocacy
Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here's the definition I use for customer advocacy. And you'll see, there are two parts to it: Customer advocacy consists of 1) the actions you take to...
Search
Categories:
- AI (20 posts)
- Call Center (704 posts)
- Contact Center (711 posts)
- Customer Access Strategy (132 posts)
- Customer Experience (373 posts)
- Customer Relationships (295 posts)
- Customer Service (681 posts)
- Customer Surveys (35 posts)
- Leadership (510 posts)
- LinkedIn Learning (110 posts)
- Mobile (34 posts)
- Multi-channel Support (79 posts)
- Organization and Culture (174 posts)
- Podcasts (23 posts)
- Quality Management (90 posts)
- Research/Statistics (58 posts)
- Self-service (14 posts)
- Social Media (31 posts)
- The Edge of Service (46 posts)
- Uncategorized (16 posts)
- Videos (177 posts)
- Workforce Management (118 posts)