strategy - Brad Cleveland

How Customer Service Drives Innovation

Jun 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife and conservation helped make the zoo a popular tourist destination. As they describe it, “the Australia Zoo...

Aligning Service with Vision and Mission

Jun 6, 2019 | Call Center, Contact Center, Customer Access Strategy, Leadership

Too often, I’ll see a vision or mission statement on an entry wall, but then observe very different priorities in day-to-day operations. We put our customers first, but keep the time you spend with them to three minutes. Or we deliver world class service, but we...

How Effective Is Your Service Strategy?

Apr 25, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy to get caught up in the daily details and lose sight of what ties it all together. There are many ways to approach...

Make the Required Investments to Support Your Customer Service Strategy

Dec 4, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Service, Leadership

Ensuring that your organization is making required investments is an essential step in developing your customer service strategy. You will need to define, at a high level, the investments and funding necessary to support your vision. In my recent LinkedIn Learning...

Strategy Drives Structure

Aug 24, 2018 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access strategy. For example, I recall helping an insurance company with agent group...