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.
The Single Most Important Element of All
"The third great wave of computing is upon us. It is an era of hyper connection, where billions of people and devices and things are connecting faster than ever. Some call it the Internet of Things. Some call it the Internet of Everything. But in reality, behind all...
How to Improve the Accuracy of Your Schedules
Consistency Across Channels: We've Got a Long Way to Go
A recent report from Gartner highlights the following insights about customer support - one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels. 2% of...
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
Secrets to Creating an Engaging Culture
Johann Wolfgang Von Goethe once said, "Instruction does much, but encouragement does everything." Many studies bolster this view, showing a strong link between engaged employees and higher levels of productivity and profitability. (In one example, Gallup found that...
Is Social Media a Risk?
The Edge of Service®, Issue 8: The Trait All Successful Service Leaders Share
The Edge of Service® Newsletter, Issue 8: The Trait All Successful Service Leaders Share Janet Bailey was still in high school when she got her first job—working in a call center. It later evolved into a part-time arrangement that allowed her to work while she...
Measuring Social Interactions
Four Best Practices in Mobile Customer Service
Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following...
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