Customer Relationships - Brad Cleveland

A Structured Approach to Customer Advocacy

Apr 7, 2022 | Call Center, Contact Center, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

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,...

Drive Innovation with Convenience Design

Apr 1, 2022 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Self-service

One of the themes driving innovation in customer experience is effort reduction—making things as simple and easy for customers as possible. One element of reducing effort is convenience design. Digital experiences aren’t always more convenient. A colleague recently...

Managing customer feedback in real time

Mar 23, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning, Quality Management

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to...

Build a Brand Advocate Pyramid

Mar 16, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your organization. As you think through the many possible alternatives for engaging with both passive and active...

Want engaged employees? Create a supporting culture

Mar 10, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I...

Customer Experience ROI: Risks of Inaction

Mar 3, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories...