customer experience - Brad Cleveland

A Fundamental Shift in Customer Service

Feb 25, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Mobile, Social Media, Videos

Align the Organization to Deliver the Best Possible Customer Experience

Jan 16, 2014 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Organization and Culture, Videos

Our Customers are in Control: 5 Factors for Success

Jan 8, 2014 | Customer Relationships, Customer Service

Until recently, the most significant developments in customer service have been those envisioned and implemented by organizations—e.g., 800 numbers, routing systems, web-based services, multimedia capabilities, and real-time analytics, to name just a few. But we are...

A Dozen Ways to Cultivate Customer Relationships (eCornell)

A Dozen Ways to Cultivate Customer Relationships (eCornell)

Nov 7, 2013 | Customer Relationships

The principles behind building profitable customer relationships will never go out of style. From the days of the corner store to today’s most agile multichannel enterprises, these 12 principles remain the backbone of cultivating successful relationships. Read this...

A Dozen Ways to Cultivate Customer Relationships (eCornell)

The Edge of Service, Issue 5: Customer Interaction is Changing the Game

Oct 30, 2013 | Customer Experience

The Edge of Service, Issue 5: Customer Interaction is Changing the Game. Jed York, the youthful 33-year-old CEO of the San Francisco 49ers, is bringing a storied team that had fallen on hard times back to prominence. San Francisco won the NFC Championship title last...