customer expectations - Brad Cleveland

What Is Good Service? Customer Perceptions Keep Changing

Aug 3, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Social Media

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. So you’ve got to continually revisit what good service means. For customer experience leaders, this can seem like a daunting challenge....

Customer Service Leadership: Understanding Customer Expectations

Sep 9, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing? You can explore the answers to these questions in this video below from my newest LinkedIn Learning course...

3 Surprising Facts About Customer Experience

Dec 30, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing,...

5 Universal Customer Frustrations

Sep 2, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a store, send it in for repair...

Eliminate the most damaging customer service frustrations

Jul 1, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management, Research/Statistics

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and helpful service team member Create easy processes Know who I am The truth is, it’s difficult to get customer...