Brad Cleveland - Brad Cleveland

Calculating referred customer value

Jan 11, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

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 me, “Referred customers come in hot. They trust their peers and they spend more out of the gate than do other new...

3 Surprising Facts About Customer Experience

Dec 30, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing,...

The importance of effective service strategy

Dec 17, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning

Customer service should work so well that it enables you to focus on what really matters: delivering on your organization’s mission and promises, and engaging with your customers. The right service strategy will enable you to do just that. This video, from my LinkedIn...

Beyond Net Promoter

Dec 9, 2021 | Uncategorized

Great products are not enough. Today, customers expect and demand immediate attention. Customer service is essential to business success. There is tremendous opportunity to get this right for customers. In this Evergreen Journal podcast, I discuss a three-level...

Alternatives – and cautions – when measuring quality

Dec 2, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning, Quality Management

Why is it that professional sports teams put so much focus on tracking statistics? They want to get better. They want to see trends and identify areas where they can make improvements. The same thing goes for quality standards. You will want to measure how things are...