Customer Access Strategy - Brad Cleveland

10 Things Every Customer Service Strategy Must Have

Sep 16, 2026 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, The Edge of Service

The Edge of Service: Issue 70 Most organizations have a customer service strategy, at least in pieces. But too often, it is undocumented, outdated, or scattered across departments. That is risky, especially as AI, customer expectations, competitors, and service...

Revisit and reassess customer expectations

Jul 14, 2026 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Customer Surveys

An essential part of contact center leadership is understanding what customers need and want. How are their needs and expectations changing? For leaders, understanding customer expectations can seem like a daunting challenge. Fortunately, it’s not the guesswork...

Are your Customer Journey Maps gathering dust?

Feb 27, 2026 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason… it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. Are your Customer Journey...

Does your customer service strategy drive success?

Feb 5, 2026 | Customer Access Strategy, Customer Experience, Customer Service, Leadership, LinkedIn Learning

There are many ways to approach customer service strategy, but there are three common characteristics among organizations that have the most success. This LinkedIn Learning video from my course “Customer Service Strategy” outlines these characteristics. And in every...

Embrace Change with a Customer Access Strategy

Oct 16, 2025 | Contact Center, Call Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

Whether you’re a small startup, a national government, or a multinational corporation, you need a plan that defines how your organization will deliver customer service. In customer service, the overall plan is your “customer access strategy” (it can also be referred...

Eliminate 5 Damaging Customer Service Frustrations

May 23, 2025 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service

When my iPhone battery life began to diminish, I searched for “Apple support phone number.” While Apple doesn’t hide their phone number, I scrolled down the page to see what other options were available. It was a Monday morning, and I knew they would be busy. I...