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 Challenges Our Clients Face
Why Some Call Centers are Better than Others
What is Customer Experience Worth to Your Company?
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index...
Text as a Service Channel
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X...
The Channels of Service Organizations Provide
Here's a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound ...
Going Mobile: 1980s and Now
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably...” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys,...
Packaging Matters
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters! So do the communication channels we open up, the words we use, the policies that guide...
Staying in the Know
How do you keep up? According to a recent IDC report, the digital universe will grow by a factor of 300 from 2005 to 2020, from 130 exabytes to 40,000 exabytes (John Gantz and David Reinsel, in "The Digital Universe in 2020," IDC, December 2012.) The Edge of...
Pressure Test Your Service Operation
Search
Categories:
- AI (7 posts)
- Call Center (656 posts)
- Contact Center (663 posts)
- Customer Access Strategy (126 posts)
- Customer Experience (332 posts)
- Customer Relationships (271 posts)
- Customer Service (630 posts)
- Customer Surveys (32 posts)
- Leadership (477 posts)
- LinkedIn Learning (94 posts)
- Mobile (34 posts)
- Multi-channel Support (73 posts)
- Organization and Culture (164 posts)
- Organnization and Culture (1 posts)
- Podcasts (23 posts)
- Quality Management (78 posts)
- Research/Statistics (58 posts)
- Self-service (14 posts)
- Social Media (31 posts)
- The Edge of Service (35 posts)
- Uncategorized (16 posts)
- Videos (177 posts)
- Workforce Management (108 posts)