Practice seeing things from your customer’s perspective

The most successful leaders are uneasy with depending on data alone to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand and experience the organization— and its products, employees and competitors—as customers do. I agree. Get out there and see what’s happening firsthand. Make it a habit. Learn as much …

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Traits of Customer Advocacy Success

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy. Traits of successful customer advocacy initiatives from Customer Advocacy by Brad Cleveland

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Principle #7: Skills, Knowledge and Leadership Make the Difference

What’s the real secret to improving performance? Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with myriad personalities, backgrounds and skills. Success depends on creating an engaging environment and bringing out the best in everyone who …

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Creating Customer Advocates

Connecting with advocates doesn’t happen by accident. You need a plan, and a person or a team who’s responsible. And they should be collaborating with and part of the same efforts you’re putting into motion internally to improve customer experiences. Connecting and engaging with advocates is a strategic decision. It takes leadership to define its importance, and how you’ll approach …

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Principle #5: Customer Service Initiatives Can Lead to Significant Strategic Value

Customer service initiatives have enormous potential to improve customer experience and boost strategic value. For example, customer service can provide the broader organization with powerful insight on customers, products, services and processes. When this information is captured, identified, assimilated and turned into usable knowledge, it can literally transform an organization’s ability to identify and meet customer expectations. I love discovering …

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Three Overarching Levels of Value in Customer Service

As you begin to explore the value and ROI of customer service, I encourage you to ask your team, “How does customer service create value?” You’re probably going to get a range of answers. Some may say, “Customers that get great service tell others, so that’s like free marketing, right?” And someone else may suggest that service is a way …

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Standards for the Service Operation: Quality and Value

Establishing the right quality standards for your organization is essential to delivering efficient and effective service. In my LinkedIn Learning course “Quality Standards in Customer Service,” I outline four quality standards that can help you define what quality and value mean. Standards for the service operation: Quality and value from Quality Standards in Customer Service by Brad Cleveland

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Boosting the Value of Customer Service

Ensuring that your organization is getting maximum benefit from the effort and investments you’re putting into customer service is an important leadership opportunity. In this video, I explore three levels on which effective service creates value. This video is from my LinkedIn Learning course “Customer Service Leadership.” During these difficult times, leadership is crucial. You may find this course can …

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The Stay Interview: A Powerful Retention Tool

The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in retention efforts is determining what is important to each individual employee on your team. One powerful tool in …

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Understanding What Motivates Your Team

I’m going to say something that may be a surprise. You will not, now or ever, be able to motivate your team. It’s not going to happen. You can, however, help motivate the people who are a part of it. Yes, it’s true, many of us refer to “motivating the team,” but what we’re really talking about is something that …

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