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.
Quality Standards for Customer Service: Common Misconceptions
I've found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer...
Build Customer Insight into Your Vision
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. I have colleagues who are huge fans of eyewear retailer Warby Parker. Warby Parker is renowned for exceptional...
Effective Customer Service Strategies: 4 Key Factors
As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I've observed...
Responding to Negative Feedback
Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra rigorous about making the best possible thing you can. Find everything that’s wrong with it and fix it....
Champion the Customer: Make It Easy, Make It Happen, Show You Care
One of my newest LinkedIn Learning courses, Championing the Customer in Everything You Do, outlines the CENTERED approach – simple steps anyone can take to keep the customer front and center. This video discusses the second step: Engage proactively. Take a few minutes...
A New Wave of Work Is Coming to Contact Centers
Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d add some personal days—with the goal of trying a new...
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...
The Power of Employee Engagement
The impact of employee engagement is incredible. Engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies show that when...
Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded. The next scene shows him throwing the device into the trash. Of course, the...
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