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.

Wait… That's Cheating!

I recall a consulting assignment for the customer service operation of a large utility, with a client base in the millions. They handled thousands of customer interactions daily—vigilantly keeping an eye on service levels (which, in their case, meant the percent of...

Consider Posting Customer Service Statistics

Posting statistics on your customer services can be smart move. It tells your customers that you care, emphasizes important aspects of performance, provides your team with focus and, yes, provides useful information to customers. Real time and rolling stats can be...

How to Build Profitable Relationships

Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions,...

Ensuring Customer Accessibility

Brad discusses the importance of providing a variety of ways for customers to interact with your organization, and the methodology behind handling different communication channels.