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.

Hot Topic’s “Daily Huddle”

May 17, 2017

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their "secret to service success," a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to the...

Take a Moment and Be Inspired

May 9, 2017

Need some inspiration? How about inspiration for your next team meeting? Check out the Edge of Service Newsletter archives for 20 brief articles on some of the most pressing issues facing customer service professionals today. They also include statistics and an...

Matching Staff to Workload

Apr 28, 2017

Contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems. It’s essential that those making staffing decisions have a basic understanding of how base staff is calculated in order to match the...

Traits of the Best Leaders

Apr 21, 2017

Often I am asked what I look for in leadership. The question is usually something like, “You go into a lot of different organizations and see many different styles; what are your thoughts on what makes an effective leader?” It is a great question and a few things come...

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