Brad Cleveland - Brad Cleveland

The 12 Principles for Building Profitable Customer Relationships

Oct 20, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer...

Boosting the Strategic Value of Customer Interaction

Oct 18, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

One of the most important leadership priorities in today’s economy is to ensure that your customer contact center delivers maximum strategic value to your organization. That, in turn, is what will get you the support you need from colleagues across the organization....

Building a Customer Service Ecosystem

Oct 4, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s an ecosystem, comprised of many components that must seamlessly work together. It’s the result of a culture and approach that spans the...

Make the Most of Changing Customer Expectations

Sep 30, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer...

New Technology: Leadership Is Essential

Sep 27, 2016 | Call Center, Contact Center, Customer Service, Leadership, Multi-channel Support

New technologies are not passive — to get good results, they must be implemented with foresight and good planning. Effective leadership requires a multifaceted approach, and a few important recommendations come to mind: Keep your eyes on the prize. The purpose of any...