Brad's 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.
Reports Must Tell the Truth
Do You Hire for Skills or Affinity for Service?
A Dozen Ways to Cultivate Customer Relationships (eCornell)
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...
My Passion for Customer Service
The Edge of Service, Issue 5: Customer Interaction is Changing the Game
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
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...
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...
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