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.

A Dozen Ways to Cultivate Customer Relationships (eCornell)

A Dozen Ways to Cultivate Customer Relationships (eCornell)

Nov 7, 2013

The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this...

The Edge of Service, Issue 5: Customer Interaction is Changing the Game

The Edge of Service, Issue 5: Customer Interaction is Changing the Game

Oct 30, 2013

The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last...

Study Highlights Multichannel Practices

Study Highlights Multichannel Practices

Oct 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here's a look at the channels respondents plan to...

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