customer satisfaction - Brad Cleveland

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....

Beyond Net Promoter

Dec 9, 2021 | Uncategorized

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 discuss a three-level...

Root Cause Analysis in Customer Service

Dec 10, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management, Workforce Management

When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this video, I...

Establishing a Key Performance Indicator

Jan 17, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, Workforce Management

Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others...