Leadership - Brad Cleveland

10 Components of a Customer Access Strategy

Aug 26, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

It could be that you have just a few people in a small department or company, handling interactions with customers. On the other hand, you might have thousands of agents working across multiple sites. In either case, or any point in between, you need a Customer Access...

Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now

Aug 19, 2021 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.” You’ve probably heard similar delay announcements when contacting organizations: “Due to unusually heavy demand… “ Supply and production issues are, as Carrington...

Understanding customer expectations

Aug 11, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing? This video from my LinkedIn Learning course...

Three Surprising Facts About Customer Experience

Aug 5, 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,...

Quantifying customer lifetime value

Jul 29, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Quantifying customer lifetime value, or CLV, provides powerful insight into the impact of customer experience initiatives. Put simply, CLV measures how valuable a customer is to your organization over time, rather than just one purchase. You can learn more about a...

Want to Deliver a Great Customer Experience? Give Your Employees a Voice

Jul 22, 2021 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, Organization and Culture

When you think about customer experience, what comes to mind? For most people, the answer is likely that it’s an organization’s responsibility to provide customers with a great experience. This isn’t wrong, but there’s more to it. Your best-laid plans for customer...