Partial List of Brad’s Clients:

AAA • American Express • Apple • AT&T • Blue Cross Blue Shield • CBR • Consumer Electronics Association (CEA) • Cisco Systems • Coca Cola • Commonwealth of Australia (Australia) • Daimler Chrysler Dell • Department of Defense (U.S.) • Duke Power • Federal Trade Commission • Ford • HP (U.S., Netherlands, elsewhere) • Humana • IKEA (Norway) • Intuit • Mead Johnson Nutritionals • Met Life Microsoft • New York Life • Nintendo • Procter & Gamble • Prudential/AARP • Purdue University • Qantas Airways (Australia, New Zealand) • Revenue Canada • Rotary International • Sallie Mae • SC Johnson and Company • Sephora • Social Security Administration (U.S.) • Society of Consumer Affairs Telus (Canada) • The Australian Tax Office • The Hartford • TIAA-CREF • United Business Media University of California • University of Maryland • UPS • USAA • Vanguard • Verizon • Veterans Administration Vodafone (Egypt, U.K.) • Wells Fargo

See What Others Are Saying About Brad’s Speaking and Consulting:

“Brad brings such a huge breadth of experience and offers a degree of insight that helps people to see things differently. Members take something new awav that they can do something about in their own roles to make a difference to their customers and their business.”

Paul Smedley, Founder and Chair, Professional Planning Forum former Planning and Operations Manager, British Airways (UK)

“Brad Cleveland wrote the book on managing the customer experience. He’s a thought leader, an author, international speaker and business consultant. Use him to jump-start the conversation to improve customer experience, or as an expert to benchmark your current operation.”

Mary Murcott, CEO Novo1 and Former Senior VP, American Express

Brad Cleveland knows more about customer relationships than anyone on the planet.

Alan Weiss, Author
Million Dollar Consulting

“Your presentation was the highest rated of all presentations and breakouts. Great job!”

Al Hukle, Rockwell International

Brad has kept up being at the absolute forefront, when it comes to technologies, strategies, tactics – anything to do with how to make your customers feel great about dealing with you – Brad’s the guy who knows.

George Walther, NSA Hall of Fame Speaker and author of Upside Down Marketing and other best selling books.

Brad’s long term association with customer management and his unique perspective on trends and predictive patterns in business make him an absolute necessity for us to be supplying cutting edge content for our event.”

Jonathon Collins, Portfolio Director,
United Business Media (United Kingdom)

You’ll be happy to know that this was one of the top rated events for this conference in its history.”

Mike Trotter, Executive Director
Center for Customer Driven Quality, Purdue University

“Brad Cleveland leads the way; again and again.”

Henk Verbooy, Chief Editor
CCM Magazine, The Netherlands

Check Out Brad’s Video Testimonials

In these days of social media, we can’t afford to just live in the present. We need a future, and we need a vision for the future. Brad will take tried and true proven processes, and work with you to synergistically design new processes and new techniques that will deliver transparent ROI to help you build and ensure your future.

Todd Hixson, Operations Manager, Intuit

“‘Far too many organizations are failing to live up to their potential and, in doing so, are failing in their responsibility to really make a difference.’ So says Brad Cleveland… it’s the type of fearless yet perceptive assessment that plenty of people don’t want to hear, but one that means his opinions are exactly what many others around the world do want to hear.”

Greg Adams, TUANZ Topics, New Zealand

Brad is one of the most dynamic speakers and writers that I’ve ever encountered in my career, and certainly that we’ve had at ICMI.

Layne Holley, Director of Community Services, ICMI

“The time you spent with us exceeded my already high expectations. This level of understanding will help focus our efforts to improve service to our employees and customers.”

Mont Wright, Ford Motor Company

Your keynote address was so inspirational and your spirit and enthusiasm is contagious.”

Veronica Eagan, MVA Reengineering Team, Maryland Motor Vehicle Administration

“It is safe to say that, while the time you spent with us was only two days, the positive impact will be felt for many years to come.”

Bob McManus, Manager, Electronic Client Services, Revenue Canada

Your knowledge and background, combined with your enthusiasm and motivation, made this seminar a worthwhile experience for us. We would strongly recommend it to any organization.

Darlene Van Der Zyde, Help Desk Manager, UPS

“Your presentation helped to make this conference one of the most effective we have ever experienced. The wealth of information you provided in such a short time frame was extremely beneficial to our management staff.”

Donnell Adams, Associate Commissioner. U.S. Social Security Administration

[Brad is] one of the most sought-after consultants, speakers and authors in the industry.

Alliance for Technology Education

“The material itself was right on target. However, your presentation of this large volume of material in one day is what produced the ‘rave reviews’ you received.”

Helen Murray, Humana Healthcare

You will be delighted to know that many of our managers have put your teachings to work and are reaping the benefits in terms of forecasting workloads and determining resources.

Mary Delgado, Australian Tax Office

“Brad is a lively and knowledgeable presenter who gets the message across with ease, and insists on regular breaks so your bulging brain has a fighting chance!”

Call Centre Focus Magazine, United Kingdom

What others are saying about Brad’s books and research:

This book is an excellent resource on how you can build a framework to remain dynamic, ensure long-term success, and deliver a consistent customer experience.

Glenn Gemmill, VP Customer Care Center,
Coca-Cola Refreshments

“This book leads the way for brands to benefit in a constantly changing world that requires reinvention to succeed with your customers.”

Jose Vasquez-Mendez, Vice President, Customer Service United Kingdom, American Express

Get it! Read it! Highlight it! Share the knowledge with everyone who needs to understand and value the ‘front door to the customer.

Phyllis Batson, Vice President, Customer Contact, Exelon – Energy Delivery

“This is the ‘go to’ reference for all contact center professionals! If you want to stay on the cutting edge and further develop your customer experience strategy, this book is your ‘must read.’”

Mary Ann C. Monroe, Director, Contact Center Services, Federal Citizen Information Center, Office of Citizen Services, U.S. General Services Administration

These are the building blocks of knowledge and key insights that anyone [in a customer support center] needs — and can — relate to!

Brett Frazer, Regional Customer Service Manager, Asia Pacific Region, Microsoft

“A first class work and a much-needed tool for codifying and standardizing the technical language of this important working environment,”

Ron Zemke, Co-author of the Knock Your Socks Off Service book series

This book will go a long way toward ensuring that we are speaking the same language.”

Cynthia Ward Jeffries, Former Director, National Call Center, U.S. Federal Communications Commission

This book continues to be the one that I hand out regularly.”

Katherine Gregg, Group Manager,

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