Customer Experience - Brad Cleveland

Don’t neglect your brand. Actively build customer engagement.

Dec 5, 2025 | Customer Experience, Customer Relationships, Customer Service, Leadership

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 wait to get in became longer. To customers, this was just confirmation that the restaurant was a...

Why Great Leaders Never Skip One-on-Ones

Dec 4, 2025 | Customer Experience, Leadership, Organization and Culture, Quality Management

Unlock the true power of leadership with effective one-on-one meetings! In this episode, Brad Cleveland shares why skipping these vital conversations is a mistake, and how regular one-on-ones can transform your team’s engagement, trust, and accountability. Drawing on...

A Powerful Pair: Drive customer service rep performance with these two metrics

Nov 7, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, LinkedIn Learning, Organization and Culture, Quality Management

Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual’s...

Improving Customer Service: More Than Meets the Eye

Oct 23, 2025 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

Consider any aspect of improving customer service you want. Let’s say handling service issues correctly the first time so that there’s no unnecessary additional work. You’ll soon discover that there’s more to it than may at first meet the eye....

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...

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...