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.
Helping Customers Serve Themselves
Are we doing enough to enable customer self-service? Here are some statistics to consider: 72% of customers go online to serve themselves, but only 52% find the information they are searching for. (Source: Zendesk, 2013) Only 26% of companies offer self-service...
Celebrating 30 Years of Contact Centers
Here's a short (four-minute) video Brad and the ICMI team developed that shows how service has evolved over the past three decades.
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution
The Edge of Service® Newsletter, Issue 13: Statistics Behind a Service Revolution Watermark Consulting hit something of a research jackpot with a simple correlation between stock price and customer service rankings. In the seven years leading up to 2015, they found...
The Best Way to Improve Service
Recently I was asked, what’s the #1 way for any company to improve their customer service? Here’s my take: Think beyond service. Interaction by interaction, your customer-facing services provide immediate visibility on the effectiveness of the organization’s products,...
Understanding Contact Drivers
(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service...
Improving the Accuracy of Schedules
10 Things Executives Should Know About Contact Centers
A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite to getting...
The Secret to a Great Customer Service Operation
The 12 Principles of Customer Relationships
The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals. These 12...
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