strategy - Brad Cleveland

Really Listening to Customers: Your Strategic Advantage

Apr 24, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership

This article was originally published earlier this month at ICMI. I get it. “Listen to customers” has become an oft-repeated cliché — and one that often seems to collide with daily reality. Customer feedback isn’t always positive, easy to hear or...

It’s Time to Build Your Customer Service Strategy

Jan 30, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

Customer service strategies are different from one organization to the next, but in every successful organization, they serve as a bridge between the organization’s vision and mission and the decisions and actions that happen every day with customers. If you...

Effective Customer Service Strategies: 4 Key Factors

Dec 20, 2024 | Customer Experience, Customer Service, Leadership, LinkedIn Learning

As 2024 comes to a close, take some time to reflect on your customer service strategic direction. Is there a secret to ensuring that your customer service strategy is effective? Are there common denominators among organizations getting the best results? I’ve...

A “safe” CX strategy may be dangerous

Feb 16, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business rules. Then competitors offered something different. Their fates...

10 Components of a Customer Access Strategy

Dec 16, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective...

Really Listening to Customers: Your Strategic Advantage

It’s Time to Build Your Customer Service Strategy

Effective Customer Service Strategies: 4 Key Factors

A “safe” CX strategy may be dangerous

￼10 Components of a Customer Access Strategy

10 Components of a Customer Access Strategy