strategy - Brad Cleveland

Hot Topic’s “Daily Huddle”

May 17, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

A few years back, fashion retailer Hot Topic won first place in an ICMI video contest for a creative portrayal of their “secret to service success,” a daily communications huddle. In it, they compare the daily meeting, which keeps employees up to date, to...

Strengthen Ties Across the Organization

Feb 9, 2017 | Call Center, Contact Center, Customer Service, Leadership, Organization and Culture

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve...

Boosting the Strategic Value of Your Customer Service Operation

Apr 19, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

Cutting Costs with Minimum Impact on Customers

Mar 16, 2016 | Call Center, Contact Center, Customer Service, Leadership, Videos

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

Feb 26, 2016 | Call Center, Contact Center, Customer Access Strategy, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, The Edge of Service

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight...

Hot Topic’s “Daily Huddle”

Strengthen Ties Across the Organization

Boosting the Strategic Value of Your Customer Service Operation

Cutting Costs with Minimum Impact on Customers

The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

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