Mobile - Brad Cleveland

A Fundamental Shift in Customer Service

by bradcleveladev | Feb 25, 2014 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Mobile, Social Media, Videos

Is Mobile a Channel or a Strategy?

by bradcleveladev | Jan 3, 2014 | Customer Access Strategy, Mobile

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” It’s an important question — but without further...

Going Mobile: 1980s and Now

by bradcleveladev | Oct 7, 2013 | Mobile, Uncategorized

Check out this 1980’s Motorola ad for cellular telephones. “There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did! Here’s a snapshot of where we are in 2013 (sources: Canalys,...

Mobile Customer Service: New Statistics from ICMI

by bradcleveladev | Mar 6, 2013 | Call Center, Contact Center, Customer Experience, Customer Relationships, Mobile

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33%...