Customer Experience - Brad Cleveland

12 Principles for Building Profitable Customer Relationships

Oct 1, 2019 | 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

Sep 19, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Videos

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. 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...

A Structured Approach to Customer Advocacy

Jun 27, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it, whether you’re developing customer advocacy within a team, a department, or across the organization,...

Customer Service Matters – Some Stats to Support Your Efforts

Jun 20, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Research/Statistics

Customer service matters. It matters to customers and more and more statistics are showing just how much. Below are a few statistics that may help you make the case to others. Fully engaged customers represent a 23% premium in terms of share of wallet, profitability,...

Thoughts on Customer Experience, Agent Skills and Artificial Intelligence

May 8, 2019 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Self-service

The ICMI Contact Center Expo in Fort Lauderdale, Florida is coming up quickly from May 13 to 16. If you are planning to attend, or if you are interested in current contact center trends, you might be interested in a brief interview I did with Don Fluckinger of...

Handling Tough Customer Contacts

May 1, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

If you work in customer service, you will inevitably interact with angry customers. It comes with the territory. Their anger could be caused by a process or a product that’s gone awry. They may have already had a bad experience as they attempted to get...