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 Problem with Daily Averages (and the Solution)
Can You Afford to Ignore Social Media?
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer...
Should We Have Objectives for Abandonment?
Smartphone Growth
As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were...
What Do Customers Want You to Know?
It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’ expectations and needs as comprehensively as possible in order to give them the products and services that they want. But how...
Contact Centers in a Connected World – Celebrating the Past 30 Years
Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage...
We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how...
Get It Right with Mobile Apps
Mobile apps are an important part of the emerging customer service landscape. Don’t dither getting there. But by all means, ensure they are ready for prime time. In results that are probably no surprise, a recent Compuware study found that customers have little...
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