Skip to primary content
Skip to secondary content

Brad Cleveland

Main menu

  • About
    • Clients & Testimonials
    • Results
    • Gallery
    • Photos for Download
    • Contact Brad
  • Consulting
  • Speaking
  • Courses
  • Books
    • Reviews
  • Resources
    • Newsletter
    • In the News
    • Glossaries
    • Tools
    • Statistics
  • Blog

Blog

Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

April 1, 2022

Drive Innovation with Convenience Design

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing...

Read More >>>
March 23, 2022

Managing customer feedback in real time

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers...

Read More >>>
March 16, 2022

Build a Brand Advocate Pyramid

Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your...

Read More >>>
March 10, 2022

Want engaged employees? Create a supporting culture

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...

Read More >>>
March 3, 2022

Customer Experience ROI: Risks of Inaction

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks...

Read More >>>
February 22, 2022

Tell your customer’s story

In the earlier years of my career, I put a lot of emphasis on logic and data. I’ve since discovered that the best customer experience...

Read More >>>
February 17, 2022

Collecting structured and unstructured customer feedback

Your feedback process should act as a funnel, catching data from all the various sources and bringing it into a centralized location. This could be...

Read More >>>
February 9, 2022

Three Immutable Laws of Contact Centers

There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...

Read More >>>
February 3, 2022

The biggest barrier to improving customer experience

Whether you lead a team, department, division, or organization, customer experience leadership has never been more important. The challenges of finding and keeping the right...

Read More >>>
January 26, 2022

Prioritizing service improvements

As a leader, you face many choices when deciding where and how to improve service. And the possibilities multiply when analyzing customer data from sources...

Read More >>>
January 20, 2022

Being available for customers

One of the biggest challenges in many organizations is that the work arrives randomly from moment to moment. That’s true in a restaurant, a retail...

Read More >>>
January 11, 2022

Calculating referred customer value

Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to...

Read More >>>

Post navigation

<< Older posts
Newer posts >>

Subscribe:

Receive weekly emails on the organizations, people, and technologies redefining service delivery.

Subscribe

Recent Blogs:

  • Do your goals and metrics foster employee engagement?
  • Quality standards that align with customer experience
  • Justifying Your Customer Service Budget
  • Create a Specific, Compelling Vision
  • Build the right skills, knowledge, and leaders

Categories:

  • Call Center
  • Contact Center
  • Customer Access Strategy
  • Customer Experience
  • Customer Relationships
  • Customer Service
  • Customer Surveys
  • Leadership
  • LinkedIn Learning
  • Mobile
  • Multi-channel Support
  • Organization and Culture
  • Podcasts
  • Quality Management
  • Research/Statistics
  • Self-service
  • Social Media
  • The Edge of Service
  • Uncategorized
  • Videos
  • Workforce Management

Archives:

  • ►2022
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2021
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2020
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2019
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2018
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2017
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2016
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2015
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2014
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • February
    • January
  • ►2013
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • January
  • ►2012
    • November
    • October
    • September
    • August
    • July
    • June
    • April
    • March
  • ►2011
    • December
    • November
    • October
    • September
    • August
    • July
    • June
    • May
    • April
    • March
    • January

    Contact Brad

    Book a keynote, request a proposal, or simply ask Brad a question:


    Get Brad's Critically-Acclaimed NEWSLETTER

    Signup to get The Edge of Service™ newsletter

    Subscribe Now

    Brad Cleveland

    410-864-0212
    [email protected]

    Brad's Facebook Brad's Twitter Brad's Youtube Brad's Linkedin Contact Brad

    Check Out Brad’s Insightful
    BLOG

    Get tips & advice directly from the industry expert

    SEE BRAD’S BLOG

    © Brad Cleveland Company, LLC. All Rights Reserved. Privacy | Site Map