Quality Management - Brad Cleveland

Quality Standards for Customer Service: Common Misconceptions

Jan 16, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

I’ve found there are several common misconceptions that can hamper the development and use of quality standards. One common misconception is that quality standards are overly rigid and scripted. Another common misconception is that quality standards for customer...

Customer Journey Mapping Tips

Nov 15, 2024 | Customer Access Strategy, Customer Experience, Customer Service, Quality Management

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. There are countless...

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...

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...

The Biden Administration’s “Time is Money” Initiative

Aug 14, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Quality Management, Self-service

Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset.