Customer Relationships - Brad Cleveland

How Do You Define Great Customer Service?

Dec 12, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service

Erica Strother Marois recently put together a video for ICMI following ICMI’s Contact Center Expo and Conference. In the video, some of the conference speakers answer the question “How do you define great customer service?” The answers provide...

eCornell Videos: Anticipating Customer Needs

Nov 29, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos. You can view the first video at Delivering Consistent Service, the second at Retaining the Right Customers and the third at Empowering Agents with the...

Great Customer Service on a Shoestring Budget

Nov 22, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on delivering great customer service. It includes four...

eCornell Videos: Retaining the “Right” Customers

Nov 9, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Videos

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service.

Building Brand Engagement with Multichannel Services

Oct 25, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Self-service, Videos

The 12 Principles for Building Profitable Customer Relationships

Oct 20, 2016 | 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...