Podcasts

Podcast Series: Customer Strategy and Management Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders. In this series, Brad discusses customer service, call centers (contact centers), technical support centers, social media, and other customer-facing environments.

Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media. Check out the entire series here.

How to Build Profitable Relationships

Brad explains how successful organizations cultivate profitable relationships. Steps include understanding your customers, interacting with them personally, segmenting them sensibly, retaining the right customers, anticipating customers needs and offering solutions, increasing the value you provide, presenting a “single face” for your customers, creating business rules to automate processes, empowering your employees, and others.