Leadership - Brad Cleveland

Are We There for Our Customers When They Need Us?

Mar 24, 2023 | Customer Experience, Customer Service, Leadership, Multi-channel Support

CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full interview. What...

Be Bold in Doing What’s Right

Mar 16, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Workforce Management

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center...

6 Traits of a Customer-Focused Culture

Mar 3, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture

I recall a new restaurant with great food and impeccable service that quickly built a following. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer. To customers, this was just confirmation the restaurant was a great...

Employee Engagement: The Key Driver and 4 More

Feb 23, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this video from my LinkedIn Learning course “The 10 Pillars of...

A “safe” CX strategy may be dangerous

Feb 16, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership

You know the stories about companies that were successful—until they weren’t. Kodak. Blockbuster. Gateway. These were solid companies with high-quality products, operating under established business rules. Then competitors offered something different. Their fates...

Listening to the Voice of the Customer

Feb 10, 2023 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

The best customer experience leaders know how to listen and respond. Feedback from customers and employees is like oxygen. Your organization must have it to survive and thrive. Whether you’re a print shop with three employees, a government agency with 3,000, or...