LinkedIn Learning - Brad Cleveland

The Edge of Service: Principles of Effective Budgeting

Nov 21, 2019 | Call Center, Contact Center, Customer Service, Leadership, LinkedIn Learning, The Edge of Service

It’s that time of the year, and as you head into budgets and budget presentations, I encourage you to make them as complete as they need to be — but as brief and to the point as possible. In a recent issue of The Edge of Service®, I include an excerpt from one...

Putting Yourself in Your Customers’ Shoes

Nov 14, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning

Many of the most successful leaders I’ve worked with are uneasy depending on surveys and rolled-up data alone to tell them what’s really happening. They want to put themselves in their customers’ shoes. They want to see the organization, products,...

Keeping Your Customer Advocates Engaged

Oct 10, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, LinkedIn Learning

Our customer advocates trust us. If they didn’t, they wouldn’t be advocates. They want that trust to continue and we need to do our part of this. Sadly, businesses lose advocates daily. Often, this stems more from neglect than from anything we do. The...