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.
eCornell Videos: Empowering Agents with the Right Information and Training
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the third of five videos. You can view the first video at Delivering Consistent Service and the second at Retaining the Right Customers.
Summary of Customer Service Research
Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel is pervasive Initial IVR systems need to be clearer and more efficient...
eCornell Videos: Retaining the “Right” Customers
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service.
eCornell Videos: Delivering Consistent Service
Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos.
Customer Strategy and Management Podcasts
If you haven't listened before, you might want to check out my podcast series "Customer Strategy and Management." It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value,...
The Measures Every Contact Center Should Have
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...
Building Brand Engagement with Multichannel Services
The 12 Principles for Building Profitable Customer Relationships
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer...
Boosting the Strategic Value of Customer Interaction
One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization....
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