Customer Experience Blog

Expert insights on customer experience, employee engagement, and service leadership. Stay ahead with Brad Cleveland’s blog—featuring CX trends, actionable strategies, and real-world solutions to help you improve customer satisfaction, streamline operations, and drive business success.

Be There for Your Customers Podcast

Jan 31, 2018

Kathryn Kemp Guylay interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You can listen here or on iTunes.

Improvements Must Be Ongoing

Jan 24, 2018

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization's culture and outlook. There is something powerful about consistently focusing...

Establishing a Key Performance Indicator

Jan 17, 2018

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 associated...

Top Leadership Competencies

Jan 11, 2018

Here’s a great article from Harvard Business Review: “The Most Important Leadership Competencies, According to Leaders Around the World.” Sunnie Giles surveyed 195 global leaders asking them to identify the top 15 leadership competencies. Top Competencies Include:...

The Highest Level of Leadership

Dec 20, 2017

As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had the opportunity to spend time with four NFL quarterbacks, and hear their perspectives on leadership. These discussions reminded me of what Jim Collins...

Managing a Contact Center in Real-Time

Dec 14, 2017

Real-time management compliments contact center planning. In any center that handles contacts initiated by customers, our forecasts and plans can be off the mark. We need to be able to respond. Learn about three steps to developing an effective real-time management...

Customer Comments Matter: Numbers to Ponder

Dec 6, 2017

Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%. Typical percent of customers who complain to companies when there are problems—for every 10...

Book Brad for your next event

Subscribe:

Receive weekly emails on the organizations, people, and technologies redefining service delivery.

Subscribe

Search

Recent Blogs:

Categories: