Edge of Service - Brad Cleveland

When Building Your Brand, Be Yourself

Nov 6, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward or difficult challenges—”just be...

Three Major Customer Service Trends

Mar 14, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, The Edge of Service

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I...

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Feb 28, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Multi-channel Support, Social Media, The Edge of Service

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones? For the past three decades, I’ve been privileged to work with a...