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.
Utilities Harness Social Media for Customer Service
"The way utilities view social media is radically changing," says Greg Guthridge, global lead for Accenture Energy Consumer Services, quoted in a recent article in The Wall Street Journal (“Utilities Tap Power of Social Media,” by Andrew Blackman, The Wall Street...
Today's Connected Consumers
Cisco recently produced a study based on a survey of Gen-Y-ers (respondents included were college students and workers ages 18-30 years old). Some of the interesting (if rather unsurprising) statistics include: 9 out of 10 make checking their smartphones part of their...
Our Customers are Driving Innovation
Creating an Engaging Culture
Johann Wolfgang Von Goethe once said, "Instruction does much, but encouragement does everything." Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In just one example, Gallup found...
Return on Customer Relationships
Every CSR Needs to Understand Their Importance
Communicating with Senior Management
Why Leadership is SO Important in Customer Service
The New Era of Customer Relationships
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