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 Best Managed Contact Centers: #9 – They Get the Budget and Support They Need
Far too many contact centers are operating under the auspices of, "OK, here are the resources we're willing to give you, and here's what we want you to achieve ..." That is the proverbial cart before the horse. Consider an analogy. Airlines couldn't possibly operate a...
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...
The Definition of Customer Experience
This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website. Note: This article is no longer available. You can find...
Cutting Costs with Minimum Impact on Customers
The Best Managed Contact Centers: #8 — They Leverage Technology to Support and Further Their Mission
New technologies are not passive — they are changing customer expectations, causing reallocations of resources, creating power shifts in organizations, and changing the responsibilities of agents and managers. The best contact centers identify the technologies that...
Customer Service, Brand Loyalty and Long-Term Success
Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of...
Great Service Is a Leadership Responsibility
Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is...
Understanding the “Power of One”
Last week’s Contact Center Insider, ICMI’s weekly e-newsletter, includes an article I wrote “Understanding the ‘Power of One’ – As Important as Ever.” While we know the impact each agent has on individual customers and the subsequent publicity (good or bad) that can...
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience
The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I'm writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress...
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