Customer Service - Brad Cleveland

Aligning Service with Vision and Mission

Oct 25, 2024 | Customer Experience, Customer Relationships, Customer Service, Leadership

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our customers first, but keep the time you spend with them to three minutes. Or we deliver world class service, but we sure...

Boosting the Strategic Value of Customer Interaction

Oct 15, 2024 | Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

Delivering effective customer service is not a program, a back office function or an initiative – it’s a way of doing business that produces value for customers and the organization. One of the most important leadership priorities in today’s uncertain economic...

Powerful Lessons in Innovation

Oct 8, 2024 | Customer Experience, Customer Service, Leadership, Organization and Culture, Quality Management, The Edge of Service

Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in only 10 years! How...

Harnessing Customer Service for Product Innovation

Sep 12, 2024 | Customer Experience, Customer Service, Leadership, Quality Management, Research/Statistics

When data from customer service interactions is captured and shared and acted on, the entire organization benefits. Customer service can help the organization pinpoint and fix quality problems, and can help research and development identify customer expectations and...

Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders

Aug 30, 2024 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

What standout cultural trait do you see in the most effective contact centers? It’s a question I’m often asked. But before I throw my thoughts into the ring… what would you say? An engaged workforce? A customer-first focus? A strategic mindset? These are...

Knowing Your Customers

Aug 23, 2024 | Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, Quality Management

How do you know what a customer needs? There are many sources of customer information and each has an important story to tell. To learn more about how service interactions, operational data, customer surveys, customer and professional reviews, online forums, focus...