Customer Relationships - Brad Cleveland

Calculating referred customer value

Jan 11, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Customers who are referred to a business tend to spend more than customers who come in from marketing. As one marketing professional put it to me, “Referred customers come in hot. They trust their peers and they spend more out of the gate than do other new...

3 Surprising Facts About Customer Experience

Dec 30, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market with books, interviews, training programs, and various methodologies. The problem? This noisy, cluttered space has led to confusing,...

Alternatives – and cautions – when measuring quality

Dec 2, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning, Quality Management

Why is it that professional sports teams put so much focus on tracking statistics? They want to get better. They want to see trends and identify areas where they can make improvements. The same thing goes for quality standards. You will want to measure how things are...

Good Governance Boosts Customer Experience Innovation

Nov 23, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to be...

The Pros and Cons of Virtual Queues

Nov 11, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Multi-channel Support, Workforce Management

Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times and frustration for customers, and high occupancy and burnout for agents. More serious implications...

Cross-functional benefits of customer advocacy

Nov 5, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning

Customer advocacy is most effective when the entire organization works together to do what’s best for customers. That’s great for customers, of course, and the organization benefits from their loyalty. But departments across the organization benefit as...