customer relationships | Brad ClevelandBrad Cleveland

September 19, 2017

Strategy Drives Structure

Many contact centers have been through consolidations or restructurings that are really just cleanup efforts for lack of having or using an effective customer access...

August 18, 2017

Empowering Employees to Be Customer Advocates

Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses...

August 11, 2017

Customer Strategy and Management Podcasts

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” It includes short, to-the-point podcasts on topics...

May 18, 2017

3 Ways the Contact Center Contributes to Customer Experience

April 11, 2017

Staffing for Weekends

Here’s an idea: If you’re a consumer-facing service operation and want to stand out from the crowd, be there for your customers on weekends. That’s...

April 5, 2017

Be There for Your Customers Podcast

Kathryn Kemp Guylay recently interviewed me on her Mountain Mantras Podcast. The topic is customer focus and how to be there for your customers. You...

March 14, 2017

Three Major Customer Service Trends

We are well into 2017. How’s it going? Take a minute to reflect on how customer service continues to evolve at your organization. If you...

February 1, 2017

Encouraging Customers to Use Self-Service

November 22, 2016

Great Customer Service on a Shoestring Budget

The Tugboat Institute recognizes Evergreen companies whose purpose-driven leaders build companies focused on long-term growth. The Institute’s Evergreen Journal recently published an article I wrote on...

November 11, 2016

Summary of Customer Service Research

Sharpen has pulled together research and articles from various sources to summarize opportunities for improvement in customer service. Their conclusions include: The demand for omni-channel...

October 25, 2016