The Edge of Service - Brad Cleveland

When Building Your Brand, Be Yourself

Nov 6, 2019 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

In a recent issue of The Edge of Service®, I relay my experience meeting actor and author Henry Winkler at a recent ICMI Conference. Winkler reminded me of advice that my mother used to give me, especially when facing awkward or difficult challenges—”just be...

How Customer Service Drives Innovation

Jun 11, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

Recently I had the opportunity to visit the Australia Zoo, which is owned by the family of the late Steve Irwin. Irwin’s documentaries on wildlife and conservation helped make the zoo a popular tourist destination. As they describe it, “the Australia Zoo...

Tech Leadership – For Non Techies

May 24, 2019 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

There are many technologies that can support and enable customer service. Many. A ton. And there are myriad decisions to be made around suppliers and solutions. Sometimes, the less you know, the better you are at asking the right “dumb” questions. The ones...

How Effective Is Your Service Strategy?

Apr 25, 2019 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, The Edge of Service

On a recent trip to the Bahamas, I was reminded of the importance of an effective service strategy. As a customer service professional, it’s easy to get caught up in the daily details and lose sight of what ties it all together. There are many ways to approach...

The Highest Level of Leadership

Dec 20, 2017 | Call Center, Contact Center, Customer Service, Leadership, The Edge of Service

As 2017 comes to a close, it is a great time to reflect and consider plans for the new year. This past summer, I had the opportunity to spend time with four NFL quarterbacks, and hear their perspectives on leadership. These discussions reminded me of what Jim Collins...

Customer Comments Matter: Numbers to Ponder

Dec 6, 2017 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, Research/Statistics, The Edge of Service

Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%. Typical percent of customers who complain to companies when there are problems—for every 10...