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.

Employee Experience: The Cornerstone of Customer Experience

Employee Experience: The Cornerstone of Customer Experience

Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the importance of employee experience. It is indeed the cornerstone of customer experience. When you peel back the layers of any...

Traits of Customer Advocacy Success

Traits of Customer Advocacy Success

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my...

Customer experience is both far bigger—and much smaller

Customer experience is both far bigger—and much smaller

Customer experience is both far bigger—and much smaller—than many realize. In other words, customer experience is more than the product itself. It’s more than customer service. It’s more than your technology platform. It’s all-encompassing. It’s big. But it’s also the...

Establishing Your Customer Feedback Goals

Establishing Your Customer Feedback Goals

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my...

Principle #7: Skills, Knowledge and Leadership Make the Difference

Principle #7: Skills, Knowledge and Leadership Make the Difference

What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities,...

Motivating Your Team: The Role of Rewards and Incentives

Motivating Your Team: The Role of Rewards and Incentives

Successful leaders put their efforts into creating an environment in which their team members' intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and...

Principle #6: Improvements Must Be Ongoing

Principle #6: Improvements Must Be Ongoing

You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first? Here are...

Creating Customer Advocates

Creating Customer Advocates

Connecting with advocates doesn't happen by accident. You need a plan, and a person or a team who's responsible. And they should be collaborating with and part of the same efforts you're putting into motion internally to improve customer experiences. Connecting and...