customer experience - Brad Cleveland

Can Social Media Generate Revenue?

Jul 28, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Multi-channel Support, Social Media

You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle...

Does Service Impact Stock Price?

Jul 16, 2015 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Research/Statistics

Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And laggards? They saw a drop of 2.5%. Follow Watermark Consulting for updates. Or in any country or...

Angry Customers? “…meet them where they are”

Jun 11, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers. Acceptance is not judging...

The Most Important Development in Customer Service

Jun 9, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service

Jun 1, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a...