Customer Service - Brad Cleveland

Engaging with Customers Who Are Brand Promoters

Jun 23, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Customers who are active promoters are demonstrative and outgoing about your brand. They’re eager sharers. They converse with you and appreciate and expect recognition in return. They convince others to try your products or brand, and they’ll try new or...

An Introduction to Customer Access Strategy

Jun 15, 2023 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

A Customer Access Strategy is a well-documented, overall plan that guides your contact center. It helps to think of it as a blueprint for your day-to-day operations. It is “a framework—a set of standards, guidelines and processes—describing the means by which...

Acting on Feedback: 8 Criteria to Determine What Actions to Take

Jun 8, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, LinkedIn Learning

When talking about their feedback system, Emily Weiss, founder and CEO of the fast-growing beauty company, Glossier, said, “I read every comment that comes in.” Wow, what a commitment. And, when determining what actions to take, you can...

How Generative AI Will Transform Contact Centers and Shape Your Career

Jun 1, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, The Edge of Service

The following are excerpts from the transcript of Brad’s recent keynote address to Contact Center Expo, hosted by ICMI, the International Customer Management Institute, May 16 and 17, 2023. Hi everyone. Thanks so much for joining us. Generative AI is taking the world...

From Troubadour to Catalyst: How Stories Drive Change in Customer Experience

May 25, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. They were expected to know everything from noteworthy historical tales, to healing remedies, to court gossip. Few others had the ability to influence the thoughts and...