Everything Brad Cleveland said on any show that made the record, most notable first. Each card names its show and opens the statement there.
Average Handling Time Is an Outcome Metric, Not a Performance Driver
“That's just a clock. That's not a driver here. It's just an outcome.”
Most Companies Villainize High-Touch Support Reps Instead of Learning From Them
“But in a lot of organizations, that guy would have been the villain. You know, like, look, pal, put a lid on it. You're costing us a fortune trying to serve these customers. And he would have felt not great about the company. It just would have been a disconne…”
Companies Require a Designated Customer Experience Owner to Bridge Silos
“You have to have an owner of customer experience. Everyone's got to feel ownership in customer experience though, but you've got to have an owner who can help facilitate these connections across the organization and ensure that those communication channels are…”
Non-Specialists on Cross-Functional Teams Often Spark the Best Ideas
“We've got all these specialists, but the best ideas can come from someone who doesn't have a lot of technical background in those areas. I've seen this with technology all the time. What if, or could it do this? Or what if we did it that way? And someone that …”
Employee Experience Directly Drives Customer Experience and Innovation
“Employee experience drives customer experience. We're really talking about what's happening on the inside and giving those opportunities is, such a powerful way to innovate and to ultimately create that kind of product and service and experience for our custom…”
CEOs Do Not Need Hollywood Polish to Build Customer Rapport
“My encouragement to any CEO is look, it's not Hollywood. You're trying to make a connection and invite them in and create that, that rapport and trust. You don't have to be some dynamo on camera and you don't have to do every video either.”
Customer Experience Jargon and Frameworks Risk Repelling Organizational Buy-In
“Customer experience has become kind of a victim of its own success. So as it's grown up, it's become professionalized and lots of unique terms and wonky frameworks that are great. I saw the same thing with the quality movement as it grew up, but it can get to …”
Cleveland's Client Moved From Bottom to Top in Employee Satisfaction
“You know, they were second from the bottom in employee satisfaction. They went from second to the bottom to the second from the top in employee satisfaction. Turnover went down to almost nothing.”
Customer Service Is Merely One Part of Broader Customer Experience
“Customer service is just a part of customer experience, which is everything products and processes and promises we make”
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