customer feedback - Brad Cleveland

Customer Feedback: Analyzing Input

Aug 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, LinkedIn Learning

In the strategic approach to managing customer feedback, analyzing input is where disparate data begins to come to life and tell stories. It’s a bit like putting a snorkel mask on and jumping off a boat to explore the coral reef. What you discover is nothing...

Customer Advocacy: Internal or External…or Both?

Jun 26, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

In recent years, customer advocacy has been a hot topic in marketing and customer service circles. But if you do a search on the term, you’ll find two very different definitions. One is an internal perspective: focusing the organization on what’s best for customers,...

The Customer Feedback Funnel

Feb 6, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be a database that’s part of your customer relationship management (CRM) system, a dedicated customer feedback system, a...

Responding to Negative Feedback

Dec 13, 2024 | Customer Experience, Customer Relationships, Customer Service, Customer Surveys

Elon Musk, the successful entrepreneur and CEO of Tesla, SpaceX and other companies, often highlights the importance of negative feedback: “You want to be extra rigorous about making the best possible thing you can. Find everything that’s wrong with it and fix it....

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...