culture - Brad Cleveland

6 Traits of a Customer-Focused Culture

by Sophia Harne | Feb 21, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...

Customer Advocacy: The Secret Sauce

by Sophia Harne | Nov 1, 2024 | Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded. The next scene shows him throwing the device into the trash. Of course, the...

Celebrate—Often!

by Sophia Harne | Sep 20, 2024 | Contact Center, Customer Experience, Leadership, Organization and Culture

Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating progress along the way is essential...

Gallup’s Employee Engagement Bombshell: Why I’m Not Buying It

by Sophia Harne | Sep 5, 2024 | Organization and Culture

Gallup’s latest State of the Global Workplace report (2024) finds that 77% of employees worldwide are not engaged at work. I’m not buying it. Here’s why: Why are the numbers so dire? Part of the answer can be in how engagement is defined, the sample,...

4 Essentials for Contact Center Success: The Best Days Are Ahead!

by Sophia Harne | May 24, 2024 | AI, Contact Center, Customer Experience, Customer Service, Organization and Culture, Quality Management, Research/Statistics, The Edge of Service, Uncategorized

Last winter I reflected on what I learned at ICMI’s Contact Center Expo, and ended with a bold prediction: for contact centers and for those of us who are part of them, the best days are ahead. To read more about why I think this is the case, click here. The best...