Strativity

FEBRUARY 11, 2015

Customer Relationship Status: “It’s Complicated!” Despite the plethora of “We Love Our Customers” mugs and t-shirts, only 14% of relationships between customers and organizati?ons However, of those surveyed, 58% report that their relationships are “enhancing and improving.”. . .

Customer relationships 40

Customer relationships Conference Study Employee Engagement 40

Brad Cleveland Blog

JANUARY 15, 2021

In this video, I’ll discuss five common pitfalls when developing strategies. You can … The post Customer Service Strategy: Avoid Common Pitfalls first appeared on Brad Cleveland.

Customer Service Strategies 54

Customer Service Strategies Strategy Customer Service Airlines 54

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. So, what is EQ?

Management 78

Management Leadership Conference Examples 78

GetFeedback

SEPTEMBER 2, 2019

2: 3 Ways To Inspire Your Team To Provide Standout Customer Experience. David Nour is the author of ten business books, a leadership advisor and executive coach. article, David describes how to leverage the value of relationships in the customer experience journey. and in the process, being more customer-centric?is

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Social Media 82

Social Media Customer Service System Touchpoint 82

NobelBiz

APRIL 2, 2024

Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations. Another key benefit of WFM is its ability to match agent availability to customer demand accurately.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Brad Cleveland Blog

DECEMBER 10, 2020

In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. This video is from … The post Root Cause Analysis in Customer Service first appeared on Brad Cleveland. Typically, several possibilities surface and they all seem plausible.

Analysis 29

Analysis Customer Service Video Customers 29

ClientSuccess

APRIL 4, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. From : Jorie Basque , Customer Relationship Manager. 3) Red Shoe Experience and Customer Success (video presentation by Lonnie Mayne). Company : InGenius Software.

Customer Relationship Management 40

Customer Relationship Management Customer relationships Management Customer Success 40

ECXO

AUGUST 2, 2023

Who is Shep Hyken: He is the Chief Amazement Officer at Shepard Presentations, one of the most important and respected experts in Customer Experience and Services worldwide, and among the best inspirational speaker around the globe. Shep Hyken is a customer service and experience expert.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Stella Connect

JANUARY 9, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Customer Service Training 41

Customer Service Training Training Customer Service Management 41

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 29

Customer Expectations Leadership Video Course 29

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. I asked the salesperson how easy it is to get customer support. I did, and a YouTube video tutorial came up and showed me exactly how to do what I needed. Experience it with the video that’s included.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Documentation of contacts. About the Authors.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 26

Customer Expectations Leadership Video Course 26

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

Brad Cleveland Blog

NOVEMBER 9, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service. The post eCornell Videos: Retaining the “Right” Customers appeared first on Brad Cleveland.

Video 26

Video Customers Contact Center Call Center 26

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Brad Cleveland Blog

NOVEMBER 29, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos.

Video 26

Video Customers Contact Center Call Center 26

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is … Continue reading → The post Defining Quality in Customer Service appeared first on Brad Cleveland.

Customer Service 26

Customer Service Video Course Customers 26

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 26

Customer Service Video Course Customers 26

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

OCTOBER 7, 2022

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach?

Feedback 49

Feedback Management Video Course 49

Brad Cleveland Blog

NOVEMBER 14, 2019

They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do. The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some …

Leadership 24

Leadership Video Course Survey 24

Brad Cleveland Blog

APRIL 14, 2017

What does quality mean in customer service? Take 5 minutes to explore these questions and learn how you can define quality standards in one of my Lynda.com videos. The entire course is titled Quality Standards in Customer Service and is available at LinkedIn Learning.

Customer Service 20

Customer Service Video Course Customers 20

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” Enter, Alex Mead , Chief Customer Service Experience Officer. However, Mead says these tools are not enough.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Second to None

MARCH 30, 2018

Here are three fundamental tools for building a superior customer-service strategy. He proudly showed me one of the company’s latest ads—a clever video that had accrued tens of thousands of views and hundreds of comments. This brand probably spent a lot of money making that video. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Brad Cleveland Blog

MAY 6, 2021

This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my LinkedIn Learning course “Customer Service: Managing Customer Feedback.” You can then identify the steps and resources necessary to achieve them.

Feedback 32

Feedback Video Course Resources 32

Brad Cleveland Blog

NOVEMBER 14, 2019

They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do. The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some …

Leadership 20

Leadership Video Course Survey 20

Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. Watch this video from my LinkedIn Learning course “The 10 Pillars of Customer Experience” and learn more … Continue reading → The post Employee Engagement: The Key Driver and 4 More appeared first on Brad Cleveland.

Employee Engagement 52

Employee Engagement Engagement Customer Centricity Video 52

Brad Cleveland Blog

APRIL 12, 2023

Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts. In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland.

Video 49

Video Training Technology Contact Center 49

Brad Cleveland Blog

MARCH 16, 2023

In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland. When you think about innovation and growth in the future, what’s your role as a leader?

Contact Center 49

Contact Center Video Course Innovation 49

SurveySensum

SEPTEMBER 5, 2023

Elevate services by incorporating direct customer support surveys to gather insights. Note: 91% of customers are more likely to make another purchase after a positive customer service experience. So, make sure you deliver the best customer service.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Brad Cleveland Blog

OCTOBER 7, 2022

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach?

Feedback 26

Feedback Management Video Course 26

Stella Connect

JANUARY 31, 2018

In doing so, Rich set the tone for Brooklinen’s exceptional customer experience and inspired a unique approach to customer service training and performance management. Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. Jack Lorentzen, Senior Associate, Customer Experience.

Training 40

Training Management Call Center Connections 40

Brad Cleveland Blog

OCTOBER 21, 2022

Customers are advocates when they positively promote your products and brand. The benefits of customer advocates are powerful. This video, from my LinkedIn Learning course “Customer Advocacy,” explores the impact of … Continue reading → The post The Power of Brand Advocates appeared first on Brad Cleveland.

Brands 49

Brands Video Course Contact Center 49

Brad Cleveland Blog

OCTOBER 4, 2016

It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland. It’s an ecosystem, comprised of many components that must seamlessly work together.

Self Service 26

Self Service Customer Service Contact Center CRM 26