Customer Relationships - Brad Cleveland

Four Keys to Retaining Millennial Customers

Jun 2, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Multi-channel Support, Research/Statistics, Self-service, Social Media

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of...

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

May 31, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Research/Statistics, The Edge of Service

The Edge of Service® Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience. If...

Staffing for Weekends

Apr 5, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Workforce Management

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s when many are checking accounts, kicking around options for the renovation, paying utility bills, and booking that trip...

The Definition of Customer Experience

Mar 18, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

This week, I was invited to share my definition of customer experience for CallCentre.co.uk by Hannah Brewer in her “ask the experts” article. You can read my response, as well as others, at their website. Note: This article is no longer available. You can find...

Customer Service, Brand Loyalty and Long-Term Success

Mar 8, 2016 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Research/Statistics

Here are some powerful statistics that demonstrate the links between customer service, brand loyalty and long-term success. 97% of global consumers say that customer service is very important or somewhat important in their choice of and loyalty to a brand 62% of...

Great Service Is a Leadership Responsibility

Mar 3, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership

Recently, I gave a presentation at the Tugboat Institute Summit. The talk focused on how great service must emanate from the top. No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is...