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.

How’s Your Mobile Customer Support?

How’s Your Mobile Customer Support?

Feb 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. 1.4 Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC

“You have to serve…like nobody else does.”

“You have to serve…like nobody else does.”

Feb 17, 2015

Here’s a quotation worth discussing with your team. "Manufacturers are struggling all over the place to call themselves a manufacturer, when in reality there's a firm in Korea, China, India copying their product with incredible detail. Today, what you have to be is...

Consumer vs. Corporate Perception – A Clear Disconnect

Consumer vs. Corporate Perception – A Clear Disconnect

Feb 10, 2015

Clearly, there's still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today's companies generally meet your needs and expectations? Yes:...

Calibration Is Key to Improving Quality

Calibration Is Key to Improving Quality

Feb 2, 2015

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver. A high level of calibration...

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