customer surveys - Brad Cleveland

7 Ways to See Your Business from Your Customers’ Perspective

Oct 14, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, Organization and Culture, Quality Management

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers...

Establishing Your Customer Feedback Goals

May 6, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my...

Managing Customer Feedback – as It Happens

Mar 28, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

An important aspect of building customer relationships is managing customer feedback. This includes both short- and long-term objectives: it involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring...

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...

Providing a Poor Customer Experience Is Costly

Aug 6, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Research/Statistics

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands,...