Customer Experience - Brad Cleveland

How to Meet Changing Customer Expectations

Oct 26, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Putting Yourself in Your Customers’ Shoes

Oct 17, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Many of the best decisions you make as a customer service leader will come by putting yourself in your customers’ shoes, really seeing things as they do. In a recent LinkedIn Learning Course that I recorded, Customer Service Leadership, I include some...

Communicating Access Alternatives to Customers

Oct 3, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Social Media, Videos

12 Principles for Building Profitable Customer Relationships

Sep 14, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important? Have evolving customer...

Contact Center Future Shock: Channels May Become Part of Our Past

Jun 28, 2018 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare your organization for future challenges in the...

The Power of Brand Advocacy

Jun 26, 2018 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Do you know who your company’s brand advocates are? Do you recognize and engage with them? If you answered no to these questions, you may be missing a huge opportunity. Customer advocacy creates what some refer to as your most powerful sales force. Learn more...