Customer Experience - Brad Cleveland

Boosting the Strategic Value of Customer Interaction

Oct 15, 2024 | Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value for customers and the organization. One of the most important leadership priorities in today’s uncertain economic...

Powerful Lessons in Innovation

Oct 8, 2024 | Customer Experience, Customer Service, Leadership, Organization and Culture, Quality Management, The Edge of Service

Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in only 10 years! How...

Managing Customer Feedback in Real Time

Sep 27, 2024 | Customer Experience, Customer Relationships, Customer Surveys, Leadership, Organization and Culture

Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. What does it take to respond to...

Celebrate—Often!

Sep 20, 2024 | Contact Center, Customer Experience, Leadership, Organization and Culture

Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating progress along the way is essential...

Harnessing Customer Service for Product Innovation

Sep 12, 2024 | Customer Experience, Customer Service, Leadership, Quality Management, Research/Statistics

When data from customer service interactions is captured and shared and acted on, the entire organization benefits. Customer service can help the organization pinpoint and fix quality problems, and can help research and development identify customer expectations and...

Knowing Your Customers

Aug 23, 2024 | Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, Quality Management

How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn more about how service interactions, operational data, customer surveys, customer and professional reviews, online forums, focus...