Customer Surveys - Brad Cleveland

Customer Feedback: Innovate, Realign and Read Between the Lines

Jan 19, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Managing customer feedback is ongoing. It’s a way of doing business, and you get better at it with practice. I recommend taking a good look at your feedback program at least once a quarter and, as you identify improvements, think about how to implement them. To...

Unmasking the Service Illusion: Why Listening to Customers Matters More Than Ever

Dec 14, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, The Edge of Service

Consumer Reports’ November/December 2023 issue is on newsstands now. The company’s flagship website and magazine publishes reviews and comparisons of consumer products and services, reaching millions of readers each month. The website (CR.org) has been called “the...

Better Service at Lower Costs? Yes, It’s Possible

Nov 9, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer satisfaction lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...

Acting on Feedback: 8 Criteria to Determine What Actions to Take

Jun 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, LinkedIn Learning

When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, “I read every comment that comes in.” Wow, what a commitment. And, when determining what actions to take, you can...

Managing Customer Feedback: A Self-Assessment

Oct 7, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach? This video, from my LinkedIn Learning course “Customer Service: Managing Customer...

Gathering Frequent Employee Feedback

May 12, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” No one in your organization understands processes, products and customers more than your employees....