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.
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
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
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
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
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...
Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value
Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes. When this...
Three Overarching Levels of Value in Customer Service
As you begin to explore the value and ROI of customer service, I encourage you to ask your team, "How does customer service create value?" You're probably going to get a range of answers. Some may say, "Customers that get great service tell others, so that's like free...
Principle #4: Fix Root Causes to Make Lasting Improvements
Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been...
Customer Service Strategy: Avoid Common Pitfalls
Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, "We have a strategic plan. It's called doing things." He makes a great point. Developing strategies shouldn't be an overly academic or formal exercise, with the result being a plan that's...
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