• Speaking
  • Consulting
  • Training
  • Courses
  • About Us
  • Books
  • Resources
    • Articles
    • Newsletter
    • Customer Queue Calculator
    • CX Statistics
    • CX Tools
  • Blog
  • Contact

Mobile Customer Service: New Statistics from ICMI

Mar 6, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Mobile

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%...

Brands that Generate Buzz: YouGov Rankings

Jan 29, 2013 | Customer Experience, Uncategorized

So this is kindof interesting… here are YouGov’s U.S. Top Buzz Rankings. According to YouGov, “brands were rated using rated using YouGov BrandIndex’s Buzz score which asks respondents, ‘If you’ve heard anything about the brand in the last two weeks,...

The New Era of Customer Relationships: Are You Ready?

Sep 1, 2011 | Call Center, Contact Center, Customer Experience, Customer Relationships, Multi-channel Support

We are seeing the emergence of the greatest customer movement in history.  Is your organization ready?  Are you ready? Studies reveal that the vast majority of consumers now use search engines, social communities and feedback sites to better understand a company’s...

Perspective on First Call Resolution

Aug 1, 2011 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership

First-call resolution (FCR) is an increasingly popular performance measure in customer contact environments. And that’s a good thing: Unresolved contacts are a common source of customer dissatisfaction, and the organization tends to incur many additional expenses...

History’s Most Powerful Consumer Movement?

Jul 1, 2011 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

Some believe we are seeing the emergence of the greatest consumer movement in history. I agree. Studies suggest that the vast majority of consumers now use search engines and sites such as the http://www.consumerist.com/ to review the comments of other customers...

And Now for Some… ahem… Breaking News…

Jan 11, 2011 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Research/Statistics

A few month back, the Wall Street Journal ran a piece that concludes that “companies are trying harder to please customers amid the recession – and it appears to be working.” The authors rightly point out that the American Customer Satisfaction Index is at a record...
First«...2040...5960
Get Brad’s Critically-Acclaimed NEWSLETTER

Signup to get The Edge of Service® newsletter

SUBSCRIBE NOW
Linkedin Learning Courses Brad Cleveland
  • CX & Leadership Keynote Speaker
  • Contact Center Consulting
  • Custom CX Training
  • On-Demand Courses
  • CX Books
  • CX Insights Blog
  • CX Leadership Group™
  • About Brad Cleveland
  • Speaker Packet
  • Photo Gallery
  • Testimonials
  • News & Media
  • Meeting Planners
Brad Cleveland Logo
Thrive in the New Era of Customer Experience®

410-864-0212

info@bradcleveland.com

Sun Valley, ID

CONTACT BRAD
  • Follow
  • Follow
  • Follow
  • Follow
  • Follow

Website Developed by Prime Concepts Group

Privacy Policy    /    Sitemap

© 2026 Brad Cleveland Company LLC. All Rights Reserved.

The Edge of Service® – Insights to Elevate Customer Experience

A Must-Read Newsletter on the Trends, Strategies, and Innovations Shaping Service Delivery.
Subscribe to get notified.

This field is for validation purposes and should be left unchanged.