Customer Surveys - Brad Cleveland

Encouraging Dialogue with Customer Advocates

Apr 3, 2025 | Customer Relationships, Customer Experience, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue,...

The Customer Feedback Funnel

Feb 6, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a...

Responding to Negative Feedback

Dec 13, 2024 | Customer Experience, Customer Relationships, Customer Service, Customer Surveys

Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra rigorous about making the best possible thing you can. Find everything that’s wrong with it and fix it....

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...

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...

Customer Feedback: Innovate, Realign and Read Between the Lines

Jan 19, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Managing customer feedback is ongoing. It’s a way of doing business, and you get better at it with practice. I recommend taking a good look at your feedback program at least once a quarter and, as you identify improvements, think about how to implement them. To...