leadership - Brad Cleveland

Good Governance Boosts Customer Experience Innovation

Nov 23, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to be...

Ensuring service metrics are SMART

Nov 17, 2021 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, Workforce Management

Have you ever had a metric that drives the wrong behavior? A bus company in a city with a well established international and cosmopolitan flair, had a reputation for too often running late. Leaders decided to give drivers incentives for ending their routes on time....

Leveraging technology for improved customer experience

Oct 28, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

With a clear vision and sound processes, the right technology solutions for your customer experience efforts tend to come into focus. Some improvements will be incremental — small wins here and there — and others will be more sweeping. In some cases, you might even...

Execute a Voice of the Customer Strategy

Sep 23, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or a multinational company with 300,000, you need a strategy to fully...

Embarking on new customer experience initiatives? Avoid common pitfalls

Sep 17, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s...