LinkedIn Learning - Brad Cleveland

What true motivation is (and is not)

Oct 8, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

As a leader you have to be able to motivate your team members. In fact you probably need to be able to motivate others well beyond those who formally report to you. You may be asking yourself, how on earth can I get people to do things they may not want to do? But...

Execute a Voice of the Customer Strategy

Sep 23, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

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 a multinational company with 300,000, you need a strategy to fully...

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...

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...

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...

Harness innovation to deepen customer relationships

Jul 8, 2021 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

When developing a customer service strategy, the final step is to innovate and align. Where are the opportunities to get even better? How do you keep day-to-day operations and every decision aligned with your customer service vision? Learn more about two common and...