customer access strategy - Brad Cleveland

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...

Make Your Customer Access Strategy Uniquely Yours

Aug 6, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for...

Developing – or Reconsidering – Your Service Strategy

May 14, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This...

Customer Access Strategy as Playbook

Feb 20, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

Does a customer access strategy sound like something that would be nice to have? Actually, it’s vital. Just ask anyone who’s part of the University of California’s Retirement Administration Service Center (UC RASC). The University of California is the world’s leading...

GM Leverages AI in Social Customer Care

Jan 8, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Social Media, Workforce Management

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver...