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?

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Customer Expectations Leadership Customers Customer Service 26

Think Customers

NOVEMBER 2, 2022

I think the combination of these things is very powerful – the ability for us to help companies across all industries really design, build, and operate their customer experiences in this ever-changing world is a super-exciting space. CSJ: Your leadership style is based on your personal motto, “Be REAL.”

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Leadership Culture Employee Experience Brands 52

ShepHyken

APRIL 22, 2024

AI is important for streamlining processes and improving the customer experience, but companies that are implementing digital self-service solutions must find the right balance between human and digital experiences. Chewy is an online pet supply company that offers award-winning customer service to its customers, both humans and pets.

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2024 Article Customer Service E Commerce 81

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Feedback from unhappy customers can also shed light on discrepancies between customer expectations and the actual experience you’re providing.

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Customer Experience Social Media Customer Centricity Feedback 260

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

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Customer Care Entertainment Government Contact Center 177

Integrity Solutions

OCTOBER 30, 2019

Today, with customer expectations, industry disruption and competitive pressures continually transforming markets and opportunities, sales leaders need to reevaluate what an effective approach to sales onboarding looks like. The post Are your sales training efforts keeping up with customer expectations?

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Customer Expectations Sales Technology Customers 74

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. The New, Data-Driver Leadership. The rise of research and data analysis in the contact center is changing executive leadership roles.

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Contact Center Leadership Insights Technology 64

BlueOcean

FEBRUARY 22, 2024

A partner who takes the time to delve into the intricacies of your unique business goals, KPIs, and customer expectations is one that is committed to delivering not just a service, but a tailored solution that aligns seamlessly with your overarching objectives.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

CSM Magazine

MARCH 4, 2020

Provide Leadership Training. It is well worth investing in leadership training for your managers and other people working in leadership positions. Find Courses can connect you with leadership training courses, as well as numerous other courses that are useful for business leaders. Regularly Evaluate Customer Service.

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Leadership Customer Service Customer Service Training Communication 59

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric !

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Customer Experience Competitive Advantage Leadership Customer Centricity 110

InMoment XI

OCTOBER 31, 2023

With the advent of omnichannel customer experience programs and increasing customer demands, effective call center management has become more challenging and pivotal than ever before. It requires a harmonious blend of leadership, technology, and a customer-centric mindset to succeed in this dynamic landscape.

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Call Center Management Exceptional Customer Service Customer Satisfaction 260

Calabrio

DECEMBER 18, 2020

This data intelligence, in turn, is helping executive leadership to make faster and better business decisions, see new opportunities and even reimagine future directions. The New, Data-Driver Leadership. The rise of research and data analysis in the contact center is changing executive leadership roles.

Contact Center 52

Contact Center Leadership Insights Technology 52

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #2: Build a Customer-Centric Culture A customer-focused culture is essential, where processes align with customer-centricity, making it a systematic approach rather than mere aspiration.

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NPS Customer Centricity Culture Automotive 260

NICE inContact

JULY 11, 2017

In a world where customer expectations and needs seem to change almost daily, how does a contact center stay one step ahead of it all? For Focus’ leadership, it begins in the cloud. The post Focus Services Keeps Up with Customer Expectations and Innovation with inContact Cloud Solutions appeared first on inContact Blog.

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Customer Expectations Innovation Contact Center Call Center 48

TechSee

FEBRUARY 6, 2024

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). This increases customer satisfaction while substantially reducing costs and staffing challenges.

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Customer Satisfaction Leadership Interaction Loyalty 109

InMoment XI

FEBRUARY 7, 2024

Hotel customers expect top-tier, personalized experiences at every touchpoint. While these enterprises have a plethora of data and customer feedback at their fingertips, it’s not always easy to analyze and leverage it. At the Forefront of ESG Leadership. ( [link] ). This will only continue as the technology evolves.

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Hotels Guest Experience Travel 2024 260

Experience Investigators by 360Connext

AUGUST 1, 2023

If you’re unsure if your customer data is set up correctly, start those conversations with your IT, data analytics, and leadership teams. This is, in my opinion, one of the most challenging aspects of customer experience leadership today. The introduction of AI simply makes it that much more critical to address.

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Customer Service Customer Experience Customers Leadership 143

Tricia Morris

OCTOBER 1, 2015

Brands and organizations are stepping up to the plate in engaging on more channels before, but a seamless customer experience where customers aren’t passed between agents and don’t have to repeat their information across channels and service interactions is what’s desired. Customer expectations are rising year over year.

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2015 Customer Expectations Customer Service Poor Customer Service 97

Horizon CX

APRIL 30, 2024

Understanding Organizational Transformation Transformation goes beyond incremental improvements; it entails fundamentally altering an organization’s structure, processes, culture, and mindset to adapt to evolving market dynamics and customer expectations. It requires vision, strategic alignment, and relentless execution.

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Customer Centricity 2024 Competitive Advantage Culture 52

Bold360

NOVEMBER 19, 2019

A new global survey of customer-facing employees by Ovum, in partnership with Bold360, reveals that while frontline employees understand customers’ rising expectations, they don’t have the tools and technology they need to fulfill them—and it’s taking a toll on their morale. Training isn’t up to par.

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Customer Expectations Call Center Download Retail 40

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Paul Husar, Senior Call Center Manager at LG Electronics. Magazine, Forbes, U.S.

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Customer Service Contact Center 2022 Magazine 251

Think Customers

MAY 20, 2024

Let go of friction to unlock revenue “You are making a stronger 1:1 ratio between what customers expected and what they got,” Hunsaker continued. With each functional team educated about its role and impact on the customer experience, their input is crucial to identify the root cause of friction.

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Chief Customer Officer Webinar ROI Customer Expectations 52

InMoment XI

SEPTEMBER 12, 2023

Could your company fill this void with exceptional customer service and thereby win over disenchanted consumers? In the world of business, one company’s weakness could become your stepping stone to market leadership. This is how you turn regular customers into loyal advocates for your brand.

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Marketing Competitive Advantage Return on Investment Poor Customer Service 260

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Team Support

NOVEMBER 15, 2023

You may be able to train internally for these new leadership roles or bring in new talent. While these roles are not directly involved with resolving customer issues, their efforts can be scaled to the benefit of the entire company. These new roles may require 5% to 15% of total support staff.

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Leadership Customers Customer Satisfaction Technology 105

Integrity Solutions

OCTOBER 30, 2019

The post Are your sales training efforts keeping up with customer expectations? So while “train early, train often” may be the mantra, in many ways, ongoing coaching is the true catalyst. appeared first on Integrity Solutions.

Customer Expectations 40

Customer Expectations Sales Technology Customers 40

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

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2001 Customer Experience Contact Center Competitive Advantage 52

ShepHyken

MAY 6, 2020

Then there was the gap between the service you want the customer to experience and the actual service they receive. Often when leadership is surveyed about how good they think their service and experience is, it differs—in a negative way—from what the customer is actually experiencing. So, what’s your gap ? You absolutely can!

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Customer Expectations Customer Service Training Leadership Article 129

ShepHyken

MAY 13, 2024

8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed.

Article 73

Article 2024 Customer Service Loyalty Programs 73

Experience Investigators by 360Connext

MAY 11, 2021

What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” An executive leadership team to approve or deny those recommendations. THIS is why governance is so critical.

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Customer Experience Management Customer Experience Management Government 291

ShepHyken

DECEMBER 9, 2022

We explore these questions and offer some tips on how to improve your customer journey. . What do customers expect from contact centers? . In order to provide an excellent customer experience, it’s important that your customer journey is aligned with customer expectations. The takeaway?

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Customer Journey Brands Contact Center Sales 124

InMoment XI

FEBRUARY 1, 2023

Every organization, leadership dynamic, employee culture, and business is different. We mentioned above that we have led CX reporting to the CMO, reporting to the COO, and as an independent function.

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Customer Experience Chief Customer Officer Call Center Culture 260

ShepHyken

DECEMBER 3, 2021

Ensuring accountability to the metrics that matter most to our customers is something that has been institutionalized across the organization as the company scaled up over the past three years. Allowing each employee the ability to wow customers is being instituted throughout XGS.

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Customer Experience Net Promoter Score 2021 Transportation 140

West Monroe

NOVEMBER 20, 2019

This raises an important question: In an industry long viewed as providing below average service, how do organizations shift their approach to keep pace with the dramatic change in customer expectations? Though structure can take many forms, it should be rooted in leadership objectives and employee incentives.

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Healthcare Customer Expectations Net Promoter Score Competitive Advantage 45

Brad Cleveland Blog

OCTOBER 26, 2018

The post How to Meet Changing Customer Expectations appeared first on Brad Cleveland.

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Customer Expectations Customers Contact Center Call Center 26

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

Talkdesk

DECEMBER 17, 2020

Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. The good news is that financial services and insurance firms are working hard to live up to customer expectations. The challenging news is that it’s hard to do.

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