Social Media - Brad Cleveland

GM Leverages AI in Social Customer Care

Jan 8, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Mobile, Multi-channel Support, Social Media, Workforce Management

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver...

TEDx Talk: Thriving in an Always-on World

Sep 7, 2018 | Call Center, Contact Center, Customer Service, Leadership, Mobile, Social Media, Videos

September is in full swing and for many of us that means the beginning of another busy season. How do you stay connected with family, friends, co-workers and clients without being a slave to your smartphone? Is being “always connected” a blessing or a...

Customer Strategy and Management Podcasts

Aug 11, 2017 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Mobile, Podcasts, Social Media

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies,...

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...

Social Customer Care: Listen, Learn, and Dialogue

Feb 9, 2016 | Call Center, Contact Center, Customer Experience, Customer Service, Social Media

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world. I recall an executive who works with...