Brad Cleveland - Brad Cleveland

Want to Deliver a Great Customer Experience? Give Your Employees a Voice

Jul 22, 2021 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture

When you think about customer experience, what comes to mind? For most people, the answer is likely that it’s an organization’s responsibility to provide customers with a great experience. This isn’t wrong, but there’s more to it. Your best-laid plans for customer...

Everyone has a role in customer experience innovation

Jul 15, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? Innovation, the late Peter Drucker points out in his landmark book, The Discipline of Innovation, is the “effort to create...

Eliminate the most damaging customer service frustrations

Jul 1, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management, Research/Statistics

The principles that guide effortless customer experiences seem basic: Don’t make me wait Make it easy to access service Provide me with a knowledgeable and helpful service team member Create easy processes Know who I am The truth is, it’s difficult to get customer...

Two types of quality standards for employees

Jun 24, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get started? Here is an easy, yet effective, approach. A proven way to establish quality standards for individuals is...

Practice seeing things from your customer’s perspective

Jun 17, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand and experience the organization— and its products, employees and...