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Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: Brad Cleveland

May 25, 2023

From Troubadour to Catalyst: How Stories Drive Change in Customer Experience

In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They...

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May 18, 2023

The Power of Meaningful Work in Customer Service

For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This...

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May 9, 2023

7 Characteristics of Customer Advocacy: A Self-Assessment

When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment....

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April 28, 2023

Managing Perceptions When Capacity Is Limited

What do you do if customer demand outstrips supply? What if there are more customers than the capacity that you have? After all, you can’t add more seats...

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April 20, 2023

Four Words That Changed My Views

It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr....

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April 12, 2023

Evaluating CX Improvement Initiatives

How should you assess potential projects? Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. Or maybe there is...

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March 24, 2023

Are We There for Our Customers When They Need Us?

CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior...

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March 16, 2023

Be Bold in Doing What’s Right

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit...

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March 9, 2023

Can agents get work done between customer contacts?

I know, I know. It’s busy out there. The demand for agent-assisted service is relentless (wasn’t that AI-driven chatbot going to reduce workload?). Your team...

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March 3, 2023

6 Traits of a Customer-Focused Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long,...

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February 23, 2023

Employee Engagement: The Key Driver and 4 More

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement?  As it turns out the key driver is purpose. Watch this...

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February 16, 2023

A “safe” CX strategy may be dangerous

You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business...

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Recent Blogs:

  • From Troubadour to Catalyst: How Stories Drive Change in Customer Experience
  • The Power of Meaningful Work in Customer Service
  • 7 Characteristics of Customer Advocacy: A Self-Assessment
  • Managing Perceptions When Capacity Is Limited
  • Four Words That Changed My Views

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