Research/Statistics - Brad Cleveland

FinancesOnline’s List of “Top Countries with the Best Customer Service”

Nov 25, 2014 | Call Center, Contact Center, Customer Service, Research/Statistics

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” Top of the list: New Zealand, Canada, and Norway. The U.S. came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that...

Emotion as a Key Driver in Customer Loyalty

Oct 29, 2014 | Call Center, Contact Center, Customer Experience, Customer Service, Research/Statistics

Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector: Airline: Southwest Bank: USAA Consumer Electronics: Amazon Credit Card: USAA...

Great Service Makes Us Feel Better

Oct 1, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Research/Statistics

Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers were tested under laboratory conditions, 63% said they felt their heart rate increase when...

Social Media Presence vs. Social Media Customer Care

Aug 15, 2014 | Call Center, Contact Center, Customer Service, Multi-channel Support, Research/Statistics, Social Media

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without...

The Demand for Our Time Leads to Disengagement

Aug 7, 2014 | Call Center, Contact Center, Leadership, Organization and Culture, Research/Statistics

A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel...

Making Good Decisions

Jul 17, 2014 | Customer Service, Leadership, Organization and Culture, Research/Statistics

One thing we all have in common as leaders and managers is the challenge of making good decisions. And (probably no surprise), there’s a strong correlation between decision effectiveness and business performance, as illustrated by research referenced in this...