Customer Relationships - Brad Cleveland

“Live” these 5 principles to create a culture of employee engagement.

Jan 16, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

What do successful organizations with high employee engagement have in common? I’ve observed some principles that, without fail, are at work—vision, values, communication, collaboration, and others. The key is to “live them”—not just give them lip service. 1....

Is your definition of quality service delivery too narrow?

Jan 9, 2026 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management

Establishing the right standards for quality service delivery is essential to efficient and effective service. But many focus their quality efforts solely on customer interactions. In this video, from my LinkedIn Learning course “Quality Standards in Customer...

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...

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...

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%...