Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging...
Read More >>>Tag Archives: Brad Cleveland
Beyond Net Promoter
Great products are not enough. Today, customers expect and demand immediate attention. Customer service is essential to business success. There is tremendous opportunity to get this right for customers. In this Evergreen Journal podcast, I...
Read More >>>Alternatives – and cautions – when measuring quality
Why is it that professional sports teams put so much focus on tracking statistics? They...
Read More >>>Good Governance Boosts Customer Experience Innovation
The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound...
Read More >>>Ensuring service metrics are SMART
Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair,...
Read More >>>The Pros and Cons of Virtual Queues
Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...
Read More >>>Cross-functional benefits of customer advocacy
Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the...
Read More >>>Avoiding pitfalls when managing customer feedback
There are vast differences in how organizations are collecting and using customer feedback, and some are far more effective than others. Your approach to managing...
Read More >>>7 Ways to See Your Business from Your Customers’ Perspective
The most successful leaders don’t rely solely on data to tell them what’s happening. They...
Read More >>>What true motivation is (and is not)
As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well...
Read More >>>Equipping Your Agents to Be Customer Advocates
Customer advocacy is a hot topic in marketing and customer experience circles—and especially so following the economic upheavals of 2020 and 2021. Many of today’s...
Read More >>>Embarking on new customer experience initiatives? Avoid common pitfalls
“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a...
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