customer experience - Brad Cleveland

Managing Customer Feedback in Real Time

Sep 27, 2024 | Customer Experience, Customer Relationships, Customer Surveys, Leadership, Organization and Culture

Managing customer feedback includes both short and long term objectives. It involves responding to feedback as it occurs and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. What does it take to respond to...

Knowing Your Customers

Aug 23, 2024 | Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, Quality Management

How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn more about how service interactions, operational data, customer surveys, customer and professional reviews, online forums, focus...

The Biden Administration’s “Time is Money” Initiative

Aug 14, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Quality Management, Self-service

Bad customer experiences invite costly regulation. These compliance costs and liability risks are unnecessary burdens that could be avoided if organizations simply prioritized their customers’ best interests from the outset.

Reframing Customer Service: Three Levels of Value

Aug 8, 2024 | Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Uncategorized

Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to resolve issues, and provides extraordinary opportunities for listening and learning. In this video from my...

Empowering Employees as Customer Advocates: Overcoming Barriers

Aug 2, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

The idea of empowering employees to be customer advocates sounds great to many leaders—in concept. But doing so is easier said than done if barriers are in place. These can include lack of training, misguided performance targets, limited decision-making authority and...