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.

The Highest Level of Leadership

Dec 20, 2017

As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had the opportunity to spend time with four NFL quarterbacks, and hear their perspectives on leadership. These discussions reminded me of what Jim Collins...

Managing a Contact Center in Real-Time

Dec 14, 2017

Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We need to be able to respond. Learn about three steps to developing an effective real-time management...

Customer Comments Matter: Numbers to Ponder

Dec 6, 2017

Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%. Typical percent of customers who complain to companies when there are problems—for every 10...

Tools for Your Next Team Meeting

Nov 28, 2017

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger...

Accessibility and Quality Work Together

Nov 16, 2017

Have you ever heard that you have to sacrifice quality to improve customer accessibility to services? Or the other way around? That's one of the most common myths in customer service. Accessibility and quality are closely related and complementary. Learn more about...

Customer Advocacy: An Essential Ingredient

Nov 14, 2017

Customer advocacy is one of those terms that can be confusing. Does the customer advocate for us, the business? Or is it the other way around? One of the past issues of The Edge of Service® Newsletter suggests the answers to these questions is both! Take a few minutes...

Great Customer Service on a Shoestring Budget

Nov 2, 2017

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. Recently, I was reminded of an article the Institute's Evergreen Journal published on delivering great customer service. It includes...

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