Customer Relationships - Brad Cleveland

Refocus on Customer Advocacy

Sep 1, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. And you’ll see, there are two parts to it: Customer advocacy consists of 1) the actions...

Service Level from the Perspective of Customers

Aug 25, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

For service level to have meaning, you must view it over an appropriate time frame. Daily service level reports often conceal important information. Service level can take a big hit in the morning, but if you have staff handling every contact immediately much of the...

The First Pillar of Customer Experience

Aug 19, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

To deliver great experiences, we need to know where we’re going as an organization and what our goals are. The first pillar of customer experience is vision. This video, from my newest course The 10 Pillars of Customer Experience, will help...

Customer Journey Mapping Tips

Aug 10, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. And for good reason…it’s a straightforward, effective way to visually depict a customer’s relationship with your organization. There are countless...

Innovation is the heartbeat of customer experience

Aug 4, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do...

Controlling Contact Center Costs—the Right Way

Jul 29, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, The Edge of Service

With the current economic challenges, many organizations are likely to look for ways to control costs as they serve customers. Done right, these efforts can be successful. But the wrong approach can backfire in the form of new and/or hidden costs, frustrated employees...

Refocus on Customer Advocacy￼