Browsing Archives of Author »Amber Cleveland«

Good Customer Experience Requires More Than a Quick Fix

March 15, 2017

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If someone were listing costly items for businesses, band-aids would probably not appear on the list. However, after reading a recent article by Sarah Dean, “Are you Band-Aiding your Design or Customer Experience (CX)?” I believe that band-aids may be the most costly item for any business. She astutely identifies the ramifications of “band-aiding” customer […]

Evolution at the Speed of Business

February 15, 2017

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Organizational structure is evolving more quickly than ever, as are customer expectations. As a result, it is in the best interest of organizations to connect customer-facing departments to the greatest extent possible. This provides opportunities for a cohesive customer experience strategy. When customer-facing departments do not fall under the same overarching organizational structure, they should be […]

Customer Service in 2017 – Trends and Tips

January 18, 2017

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Did I really just type 2017? It seems like time is really flying…I guess I’m having fun. We are nearly 3 weeks into the new year and every one is moving full steam ahead into achieving Q1 results, but as they are moving ahead, are they looking ahead? It is important to be aware of […]

Customer Service SWOT Analysis for Better Outcomes

November 16, 2016

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Customer service is critical to organizational success. As the business environment continues to evolve rapidly, you have to be prepared to meet the needs/wants of your customer. If you aren’t thinking ahead, you are guaranteed to fall behind. One tool that can help provide insight into your business and where you can go is a […]

Customer Experience Built on Service

October 19, 2016

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Is your organization focused on building the best customer experience? The type of customer experience that will improve retention, allow you to “up sell,” and increase your net promoter score does not happen by chance. It is intentional. It is constructed from the beginning to the end with the customer in mind. The beginning of […]

A Little Help from our Friends – Customer Service Resources

August 10, 2016

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Can’t we all us a little help from our friends? In business and in life, the answer should always be, “Yes!” Regardless of your career path, you will need to provide customer service to someone at some point – maybe it will be an internal customer or maybe it will be an external customer. Do […]

Social Service is Continuing to Evolve

May 17, 2016

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There was recently a great guest post by Elizabeth Clor on AdWeek’s Social Times, “How Facebook, Twitter Updates Improve Customer Service.”  As the platforms continue to evolve, it is encouraging to see a value-add for all of their users, individuals and brands alike, which is customer service. In a recent updates to Facebook and Twitter, there were […]