Customer Experience - Brad Cleveland

Navigate 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...

Navigating the Customer Journey

Oct 9, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

Navigating the customer journey is about understanding customers and helping guide their experience. It’s not your journey, it’s their journey. And you have the privilege of being a guide. One very helpful tool in this is understanding the 10 universal...

Employee Motivation: Make It Personal

Sep 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

We all have many things in common. We want to do work that matters. We want to be supported and empowered. We appreciate recognition for a job well done. But we’re also wired differently and general motivation doesn’t always go far enough. Generic advice...

Customer Feedback: Analyzing Input

Aug 12, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Customer Surveys, LinkedIn Learning

In the strategic approach to managing customer feedback, analyzing input is where disparate data begins to come to life and tell stories. It’s a bit like putting a snorkel mask on and jumping off a boat to explore the coral reef. What you discover is nothing...

New Course: The AI-Driven Customer Service Representative

Jul 24, 2025 | AI, Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture

Recently, my newest LinkedIn Learning course, The AI-Driven Customer Service Representative, was launched. This course is built for those of you on the front lines, interacting with customers, solving problems, and keeping things moving. In this course, we explore...

Calculating Customer Attrition Due to Poor Service

Jul 9, 2025 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

Poor customer service negatively impacts how your customers behave, in some cases causing customer attrition. A study from Accenture found that of those reporting the bad experience, 97% changed their future buying decisions, 58% stopped buying, 52% switched, and 52%...