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 Edge of Service, Issue 5: Customer Interaction is Changing the Game
The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last...
Study Highlights Multichannel Practices
ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services. Here's a look at the channels respondents plan to...
The Challenges Our Clients Face
Why Some Call Centers are Better than Others
What is Customer Experience Worth to Your Company?
How does providing a great customer experience impact a company’s results? According to a study by Watermark Consulting, customer experience leaders generated a return three times higher on average than the S&P 500 index. Laggards trailed the index...
Text as a Service Channel
According to a recent study by Execs in the Know, most companies do not offer SMS texting as a customer assistance/service option. But customers seem to want it. According to the research, 52% of boomers (55+), 75% of millennials (18-34) and 86% of generation X...
The Channels of Service Organizations Provide
Here's a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound ...
Going Mobile: 1980s and Now
Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably...” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys,...
Packaging Matters
Click through these photos of aircraft paint jobs (courtesy of CNN Tavel) and try not to smile! My favorites: Kulula (This Way Up) and ANA’s panda theme. Yes, packaging matters! So do the communication channels we open up, the words we use, the policies that guide...
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