LinkedIn Learning - 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...

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...

Two types of quality standards for employees

Jun 24, 2021 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture, Quality Management

Aren’t there a million and one nuances you could focus on when establishing quality standards for customer service employees? So how do you even get started? Here is an easy, yet effective, approach. A proven way to establish quality standards for individuals is...

Clarifying customer experience responsibilities

Jun 9, 2021 | Call Center, Contact Center, Customer Experience, Customer Service, Leadership, LinkedIn Learning

An insurance company was eager to improve customer experience. They knew what was frustrating their customers, but customer satisfaction scores were stuck. They weren’t moving in the right direction. After speaking with their associates, I observed that everyone...