Brad Cleveland Blog

SEPTEMBER 9, 2022

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing?

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Customer Bliss

FEBRUARY 13, 2018

Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship with the end consumer. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

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ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged.

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ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. There are some great nuggets of CX leadership wisdom here.

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TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

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ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics.

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Win the Customer

DECEMBER 26, 2013

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision'

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Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

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Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

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Kate Nasser

AUGUST 28, 2022

Leadership: Do you wait for dissatisfied customers or employees to leave & lure them back? The post Leadership: Care Sooner to Retain Employees & Customers | #PeopleSkills appeared first on KateNasser.com. Care sooner! Kate Nasser, The People Skills Coach™.

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Kate Nasser

AUGUST 15, 2021

In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly.

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Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

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ShepHyken

APRIL 10, 2019

As part of his onboarding process, Bob was put through customer service training. He learned about how to treat the company’s customers with dignity and respect. Didn’t these same executives, not that long ago, talk about how their customers were so important, about how they must be treated with dignity and respect?

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ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

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Brad Cleveland Blog

SEPTEMBER 9, 2022

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing?

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Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. Image that you’re a manager at a hotel.

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The DiJulius Group

MARCH 20, 2024

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. From the power of.

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Interactions

MAY 6, 2024

The customer service industry has long been exploring the potential of AI, with hundreds and thousands of providers already crowding the market and promising various benefits. Interactions, an innovating force in AI for Customer Service, continues to set the standard for excellence. It’s what we do with AI that counts.

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TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

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CSM Magazine

MAY 16, 2024

Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. It all comes down to empowering people, both customers and employees.

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Kate Nasser

OCTOBER 17, 2021

These disrespectful behaviors ruin leadership, teamwork, customer experience! The post Disrespectful Behaviors That Ruin Leadership, Teamwork & Customer Experience appeared first on KateNasser.com. Kate Nasser, The People Skills Coach™, Author, Leading Morale.

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CSM Magazine

APRIL 17, 2024

As a result, leaders are proceeding cautiously when it comes to expanding company headcount, including in the area of customer service – which is often one of the most critical and outwardly visible organizations for any company. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

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Doing CX Right

DECEMBER 18, 2023

Award-winning authors and leadership experts, Lisa Ford and Stacy Sherman discuss the key differences between customer service and customer experience and actionable insights to boost retention and fuel growth The post Rethinking Customer Service – Why ‘Good’ Just Isn’t Enough Anymore appeared first on Doing CX Right.

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CSM Magazine

AUGUST 5, 2022

Customer service managers are responsible for overseeing customer service in an organization. Customer service manager jobs are typically available in large organizations that have a customer service department. Some customer service manager positions may also be available in small businesses.

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Michel Falcon Experience

JUNE 9, 2020

How do you prepare a team member for a leadership position? The post Podcast: How Do You Prepare a Team Member for Leadership? appeared first on Customer Experience Customer Service Keynote Speaker. When do you empower your team and how do you measure it? Listen to the podcast by clicking here.

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ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. A fulfilled employee is more engaged at work and with your customers.

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ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. The Right Culture : This is where it starts.

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CSM Magazine

MARCH 4, 2020

If you want to make good customer service an integral part of the way that your business works, then you need to lead by example. Define Good Customer Service. If you want your employees to be providing your customers with the best customer service possible, then you need to define for them exactly what that entails.

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One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility.

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Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

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ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Tips For Building Brand Loyalty With Thought Leadership Content by Forbes Expert Panel® (Forbes) For many companies, to achieve brand loyalty among their customers is the ultimate goal.

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ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. In a previous article I described the difference between customer management and customer leadership. Shep Hyken.

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ShepHyken

SEPTEMBER 14, 2022

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services). It’s not like companies purposely provide poor customer service.

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Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom?

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Brad Cleveland Blog

OCTOBER 27, 2023

Our organizations, our customers, our employees are counting on us. As you embark on new (or renewed) efforts toward improved customer experience, let me suggest a few questions to ponder: … Continue reading → The post CX Leadership: 3 Questions to Ask Yourself appeared first on Brad Cleveland.

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Playvox

FEBRUARY 29, 2024

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars. per minute.

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Provide Support

DECEMBER 1, 2016

Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. Read more.

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