Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. That, along with the right culture and focus, is the secret sauce. Organizations are made up of people with … Continue reading → The post Principle #7: Skills, Knowledge and Leadership Make the Difference appeared first on Brad Cleveland.

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Brad Cleveland Blog

MARCH 3, 2023

To customers, this was just confirmation the restaurant … Continue reading → The post 6 Traits of a Customer-Focused Culture appeared first on Brad Cleveland. Referrals spread rapidly, reviews were positive, and before long, the waits to get in became longer.

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Customer Focused Culture Customers Contact Center 26

Brad Cleveland Blog

MARCH 10, 2022

Create a supporting culture appeared first on Brad Cleveland. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. … Continue reading → The post Want engaged employees?

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Culture Engagement Contact Center Call Center 26

Brad Cleveland Blog

MARCH 10, 2022

I explain these seven key principles in this video from my LinkedIn Learning course “Customer Service: Motivating Your Team.” Create a supporting culture first appeared on Brad Cleveland. As … The post Want engaged employees?

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Culture Engagement Customer Service Contact Center 26

Steve DiGioia

OCTOBER 8, 2015

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. It’s an ongoing leadership commitment driven by effective leadership.

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Customer Service Hotels Leadership Culture 89

BlueOcean

APRIL 15, 2019

How do we deliver amazing customer experiences despite increasingly challenging stressors? The Tools to Tackle Customer Entitlement. First and foremost, there needs to be a very tight relationship between the contact center team and the company leadership team. How to Support Your Toughest Customers.

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Customer Care Social Media Contact Center 2019 189

ProProfs Chat

MAY 21, 2020

Discuss the Work-Culture & What Candidates Can Expect. Create a Customer Service Job Description Template in Three Simple Steps. Keeping that in mind, we are also witnessing the spread of customer service job requirements across industries and is seen to be one of the most crucial job roles lately. Call Center Agent.

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Customer Service Representative Customer Service Communication Leadership 111

Talkdesk

APRIL 28, 2016

We have new metrics like Net Promoter Score and Customer Effort Score that illustrate a renewed interest in the customer. We have new thought leadership coming out every day extolling the virtues of customer service , declaring how we should be approaching the subject and warning of the dangers of ignoring it.

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Customer Service Net Promoter Score Call Center Competitive Advantage 45

Brad Cleveland Blog

AUGUST 14, 2019

From the video series "Thriving in the New Era of Customer Relationships"

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Culture Engagement Customer Relationships Contact Center 26

TechSee

JANUARY 25, 2023

[link] Curtis Woods, Director of Technical Services Curtis is the Director of Technical Services for Fresenius Medical Care North America , responsible for a nationwide field service organization, the technical training program, and a 24 / 7 technical support call center. Prior to joining KONE, Jon was a manager for Accenture.

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2023 Management Automotive Leadership 41

Brad Cleveland Blog

MAY 23, 2018

From the video series "Thriving in the New Era of Customer Relationships"

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Culture Engagement Customer Relationships Contact Center 26

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Made in America by Sam Walton. The Ultimate Question 2.0

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Brad Cleveland Blog

JANUARY 2, 2018

From the video series "Thrive in the New Era of Customer Relationships"

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Culture Customer Relationships Contact Center Call Center 26

transcosmos Information Systems

JUNE 7, 2016

Below are some of the most common problems businesses face in terms of customer service support, along with suggested solutions. Many customers think – if not, believe – that call center agents lack empathy. In fact, some think customer service people are cold. Problem #1: Agents lack empathy.

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Fashion Call Center Customer Satisfaction Customers 76

Brad Cleveland Blog

JUNE 3, 2021

It is indeed the cornerstone of customer experience. When you peel back the layers of any customer-centric organization, you’ll find a robust culture of honoring employees, encouraging their insight and ideas, … The post Employee Experience: The Cornerstone of Customer Experience first appeared on Brad Cleveland.

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Brad Cleveland Blog

JULY 22, 2021

For most people, the answer is likely that it’s an organization’s responsibility to provide customers with a great experience. Your best-laid plans for customer experience go nowhere without invested and dedicated employees. This isn’t wrong, but there’s more to it. Give Your Employees a Voice first appeared on Brad Cleveland.

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Customer Experience Culture Engagement Customers 34

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Most importantly, they always keep the human element of customer service at the forefront.

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Customer Service Training Customer Service Contact Center Culture 110

Brad Cleveland Blog

SEPTEMBER 1, 2022

Customer advocacy means building a culture where, ideally, everyone in every role is advocating for customers. So here’s the definition I use for customer advocacy. appeared first on Brad Cleveland.

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Definition Culture Customers Contact Center 26

Brad Cleveland Blog

MARCH 25, 2021

However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish.

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Culture Contact Center Call Center Customer Relationships 32

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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Brad Cleveland Blog

MARCH 30, 2021

However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish.

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Culture Contact Center Call Center Customer Relationships 29

Brad Cleveland Blog

MAY 3, 2024

My newest course on LinkedIn Learning is “Championing the Customer in Everything You Do.” I hope it will help identify how to deliver an experience that customers will … Continue reading → The post Championing the Customer in Everything You Do appeared first on Brad Cleveland.

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Customers Contact Center Call Center Customer Relationships 51

Service Untitled

OCTOBER 7, 2010

In this part, Doria talks more about the American Express culture, share some things are unique to American Express call centers, talks about how American Express engages with social media and gathers customer feedback, and finally, how she interacts with customers personally.

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Blog Social Media 2010 Customer Care 44

Stella Connect

JUNE 5, 2017

A customer-centric culture radiates outward, and endears brands to their customers. Leading global brands from Audi to Alaska Airlines rely on Conversocial to assign the right agent at the right time, resolve customer issues in real time, simplify case management, and strengthen customer relationships.

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Call Center 2017 Contact Center Chief Customer Officer 40

Magellan Solutions

APRIL 4, 2024

With a live chat agent, they can receive personalized guidance, have their doubts addressed, and be gently nudged towards completing that purchase—all while experiencing exceptional customer service. As our CEO, Fred Chua, says, “Our people-centric culture and streamlined processes showcase our dedication. And the best part?

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2024 Exceptional Customer Service Competitive Advantage Customer Satisfaction 52

Brad Cleveland Blog

SEPTEMBER 22, 2023

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate?

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Brad Cleveland Blog

FEBRUARY 23, 2023

The most customer-centric organizations build on a foundation of employee engagement. Watch this video from my LinkedIn Learning course “The 10 Pillars of Customer Experience” and learn more … Continue reading → The post Employee Engagement: The Key Driver and 4 More appeared first on Brad Cleveland.

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Brad Cleveland Blog

APRIL 20, 2023

It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr. Deming was a pioneer in the quality movement. I asked him, “What’s one thing you’d … Continue reading → The post Four Words That Changed My Views appeared first on Brad Cleveland.

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Brad Cleveland Blog

OCTOBER 4, 2016

Customer experience is not a program, a department, a contact center, self-service capability, or CRM system—it’s much more. It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland.

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Customer Service Contact Center Culture Customers 26

Brad Cleveland Blog

MARCH 16, 2023

In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland. When you think about innovation and growth in the future, what’s your role as a leader?

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Brad Cleveland Blog

NOVEMBER 10, 2022

Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what makes customers unhappy in the first place.

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Customer Experience Customer Centricity Customers Contact Center 52

Brad Cleveland Blog

NOVEMBER 18, 2022

I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and … Continue reading → The post Who are your innovators? appeared first on Brad Cleveland.

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Brad Cleveland Blog

MAY 25, 2023

In the Middle Ages, storytellers, often called troubadours, were honored members of royal courts. Few others had the ability to influence the thoughts and … Continue reading → The post From Troubadour to Catalyst: How Stories Drive Change in Customer Experience appeared first on Brad Cleveland.

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Customer Experience Customers Contact Center Call Center 43

Brad Cleveland Blog

DECEMBER 9, 2022

The next scene shows him … Continue reading → The post Customer Advocacy: The Secret Sauce appeared first on Brad Cleveland. There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded.

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Customers Contact Center Call Center Customer Relationships 47

Service Untitled

AUGUST 26, 2010

It is important that we are gathering feedback on all of our transactions with the customer and then feeding it back to our customer care professionals so that we continue to raise the bar every day. Question: Is the Fort Lauderdale call center the main American Express customer service center?

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Blog 2010 Customer Care 2006 42

Brad Cleveland Blog

JULY 22, 2022

What’s the influence of the processes in which they’re … Continue reading → The post Measuring Individual Performance in a Customer Contact Center? Measuring individual performance is a topic that has long been controversial. Are the measures fair? Are they truly within an individual’s control?

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Contact Center Measurement Customers Call Center 49

Brad Cleveland Blog

JUNE 30, 2022

This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. appeared first on Brad Cleveland.

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