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.
Empowerment is Not Enough
Acquiring the Right Data
The Components of a Good Forecast
Efficiency vs. Business Value
The Two Key Agent Performance Objectives
Establishing the Right Measures and Objectives
Why Do We Need Good Service Across The Board?
Consumer's Perspective: A Dozen Ways to Get Better Service
I am often asked, both by individuals and journalists who cover consumer-oriented topics, what consumers can do short of a rant on twitter (see tip 12), to get better service when interacting with organizations. Here are a dozen recommendations: 1. Be prepared. Know...
Mobile Customer Service: New Statistics from ICMI
Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33%...
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