customer relationships - Brad Cleveland

Align the Organization to Deliver the Best Possible Customer Experience

Oct 14, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Videos

The 12 Principles of Customer Relationships

Aug 27, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals. These 12...

Anticipating Customer Needs

Aug 18, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Customer expectations are changing quickly! Here are ways to anticipate their needs.

Providing a Poor Customer Experience Is Costly

Aug 6, 2015 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Research/Statistics

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands,...

How Will the Internet of Things Affect Customer Service?

Jul 31, 2015 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, both internal and...