leadership - Brad Cleveland

The Power of Telling Your Customers’ Stories

Mar 14, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity,...

6 Traits of a Customer-Focused Culture

Feb 21, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...

Connect the Dots with a Three-Layered CX Dashboard

Feb 13, 2025 | Customer Experience, Customer Service, Leadership, LinkedIn Learning, Quality Management

You probably have a ton of data on customers, products, services, and processes. A customer experience dashboard will help you cut through the clutter and tell a unified story. CX dashboards are important tools and, along with human experience and wisdom, can put and...

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...

The Power of Employee Engagement

Nov 8, 2024 | Customer Experience, Customer Service, Leadership, Organization and Culture

The impact of employee engagement is incredible. Engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Other studies show that when...