customer loyalty - Brad Cleveland

A Structured Approach to Customer Advocacy

Apr 7, 2022 | Call Center, Contact Center, Customer Relationships, Customer Service, Leadership, LinkedIn Learning, Organization and Culture

Customer advocacy has the potential to strengthen your organization and transform customers into enthusiastic brand advocates. But you have to unleash it. Whether you’re developing customer advocacy within a team, a department, or across the organization,...

Managing customer feedback in real time

Mar 23, 2022 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Customer Surveys, Leadership, LinkedIn Learning, Quality Management

Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to...

Principle #2: Quality and Access to Service Work Together

Dec 18, 2020 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Quality Management

In customer experience, when service is required, quality of service and access to it are inextricably associated with, and complementary to, each other. Accessibility is an enabler. When customers wait too long, they will often verbalize their criticisms when they...

Root Cause Analysis in Customer Service

Dec 10, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Quality Management, Workforce Management

When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. Typically, several possibilities surface and they all seem plausible. How can you determine which root cause deserves your attention? In this video, I...

Principle #1: Quality Must Be Based on Customer Needs and Expectations

Dec 3, 2020 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Quality Management

The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer experience lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the...