Customer Relationships - Brad Cleveland

Empowering Employees as Customer Advocates: Overcoming Barriers

Aug 2, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

The idea of empowering employees to be customer advocates sounds great to many leaders—in concept. But doing so is easier said than done if barriers are in place. These can include lack of training, misguided performance targets, limited decision-making authority and...

Using AI in Customer Service: Steps for Seamless Integration

Jul 26, 2024 | AI, Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Multi-channel Support

As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we need. They force us to enter account numbers or other information that’s not passed...

The Seven Factors of Customer Tolerance

Jul 12, 2024 | Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, LinkedIn Learning, Quality Management

Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience. In this video from my LinkedIn Learning course Customer Service: How to Manage Your Customer Queues, I...

Championing the Customer in Everything You Do

May 3, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” It is intended for any role in the organization, at any level. I hope it will help identify how to deliver an experience that customers will remember and why each person,...

What Do Your Customers Want? 10 Expectations to Guide Your Service Strategy

Apr 3, 2024 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that...

The Enablers: 3 Essentials for High-Quality Customer Service

Mar 18, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Quality Management, Workforce Management

Some managers assume that quality standards are primarily for individuals, those actually delivering the service. But don’t miss half the fun and half the value. Establish the right quality standards for your organization, and you’ll see great things...