Brad Cleveland Blog

JULY 21, 2023

But, as many leaders have learned (some the hard … Continue reading → The post Engaging Your Team: Leadership Principles for Lasting Success appeared first on Brad Cleveland. Success depends on creating an engaging environment and bringing out the best in everyone who is part of it.

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Leadership Engagement Contact Center Call Center 26

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. Success depends on creating an engaging environment and bringing out the best in everyone who … The post Principle #7: Skills, Knowledge and Leadership Make the Difference first appeared on Brad Cleveland.

Leadership 43

Leadership Culture Engagement Contact Center 43

Brad Cleveland Blog

SEPTEMBER 9, 2022

An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing?

Customer Expectations 26

Customer Expectations Leadership Customer Service Customers 26

Brad Cleveland Blog

JULY 8, 2021

Learn more about two common and effective lenses to use when approaching innovation in this video from my LinkedIn Learning course “Customer Service … The post Harness innovation to deepen customer relationships first appeared on Brad Cleveland.

Customer Relationships 32

Customer Relationships Innovation Customer Service Strategies Customers 32

Brad Cleveland Blog

JULY 8, 2021

How do you keep day-to-day operations and every decision aligned with your customer service vision? Learn more about … Continue reading → The post Harness innovation to deepen customer relationships appeared first on Brad Cleveland.

Customer Relationships 26

Customer Relationships Innovation Customer Service Strategies Customers 26

Brad Cleveland Blog

OCTOBER 3, 2017

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 40

Customer Relationships Customer Expectations Customers Contact Center 40

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives.

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Management Leadership Events Customer Service Representative 78

Brad Cleveland Blog

APRIL 22, 2021

Build the skills, knowledge and leadership in your team to make it all happen. 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. What’s the real secret to improving performance?

Leadership 26

Leadership Culture Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 1, 2019

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

GetFeedback

SEPTEMBER 2, 2019

2: 3 Ways To Inspire Your Team To Provide Standout Customer Experience. David Nour is the author of ten business books, a leadership advisor and executive coach. article, David describes how to leverage the value of relationships in the customer experience journey. and in the process, being more customer-centric?is

2019 210

2019 Article Net Promoter Score Financial 210

Brad Cleveland Blog

OCTOBER 1, 2019

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 27

Customer Relationships Customer Expectations Customers Contact Center 27

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group, covering the consumer and commercial bank. Claudiu serves as a member of Citizens Executive Leadership Group and is also a part of the Harvard Business Review Advisory Council. Transforming CX in three segments.

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Financial Banking Healthcare Leadership 121

Brad Cleveland Blog

OCTOBER 3, 2017

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

Magellan Solutions

MARCH 26, 2024

: Provides exceptional omnichannel customer support, leveraging global expertise to offer scalable solutions for SMEs. Specializes in customer relationship management and back-office support, offering scalable solutions that grow with your SME. contact-form-7] Magellan Solutions - Call Center | BPO | KPO | Outsourcing

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Customer Service Multi-Channel E-support E Commerce 52

Brad Cleveland Blog

OCTOBER 1, 2019

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 20

Customer Relationships Customer Expectations Customers Contact Center 20

Brad Cleveland Blog

OCTOBER 20, 2016

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

Brad Cleveland Blog

AUGUST 27, 2015

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals.

Customer Relationships 26

Customer Relationships Customer Expectations Customers Connections 26

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 20

Customer Relationships Customer Expectations Customers Contact Center 20

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 20

Customer Relationships Customer Expectations Customers Contact Center 20

Second to None

MARCH 29, 2018

Customer relationships are the foundational building blocks of a high-performance organization. These interactions and relationships are spread across more than the traditional channels, and each of these avenues can affect your team’s ability to curate long-term customer relationships. 2,4 [link]. 3 [link].

Omnichannel 69

Omnichannel Social Media Brands Customer Relationships 69

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” As an example, the organization should also have: Empowered staff who can own customers’ issues.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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

Brad Cleveland Blog

AUGUST 27, 2015

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals.

Customer Relationships 26

Customer Relationships Customer Expectations Customers Connections 26

Brad Cleveland Blog

OCTOBER 3, 2017

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 20

Customer Relationships Customer Expectations Customers Contact Center 20

Avaya

OCTOBER 7, 2016

Recently, Frost & Sullivan put the spotlight on Avaya’s focus on innovation and supporting our customers’ business needs in enabling an omnichannel approach to customer service and experience with a slew of awards at Frost & Sullivan Asia Pacific Best Practices Awards 2016.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

Brad Cleveland Blog

MARCH 3, 2016

No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. … Continue reading → The post Great Service Is a Leadership Responsibility appeared first on Brad Cleveland.

Leadership 26

Leadership Presentation Customer Care Contact Center 26

Win the Customer

DECEMBER 29, 2015

Metro Bank’s customer experience speaks for itself. Its call center is always open and is staffed 24/7/365. Call them on Christmas, Thanksgiving, or Easter and you’ll speak to a live human being ready to help with anything a customer needs. Coin Counting Machines to Make Things Simple for Customers.

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Customer Service Banking Financial 2010 64

Brad Cleveland Blog

OCTOBER 20, 2016

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 20

Customer Relationships Customer Expectations Customers Contact Center 20

Brad Cleveland Blog

OCTOBER 20, 2016

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?

Customer Relationships 20

Customer Relationships Customer Expectations Customers Contact Center 20

Brad Cleveland Blog

AUGUST 27, 2015

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals.

Customer Relationships 20

Customer Relationships Customer Expectations Customers Connections 20

Stella Connect

JANUARY 9, 2018

Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. The Brooklinen team includes a project manager, two supervisors, two team leads, two SMEs, and about 30 customer service agents. Brooklinen’s two customer experience teams are based in Portland, Oregon and Brooklyn, New York.

Customer Service Training 41

Customer Service Training Customer Service Management Call Center 41

Brad Cleveland Blog

JUNE 30, 2023

Customer experience leadership has never before been more important than it is right now. There are many reasons, but let me mention four that rise above all others—including one that may seem counterintuitive.

Leadership 47

Leadership Customer Experience Contact Center Call Center 47

Stella Connect

JANUARY 31, 2018

Hands-on Customer Service Training: Building Excitement, Knowledge, and Trust. The Brooklinen team includes a project manager, two supervisors, two team leads, two SMEs, and about 30 customer service agents. Brooklinen’s two customer experience teams are based in Portland, Oregon and Brooklyn, New York. Self-Directed Agents.

Management 40

Management Call Center Connections 2012 40

Brad Cleveland Blog

MARCH 3, 2016

No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is a leadership responsibility that can provide tremendous strategic value. The talk focused on how great service must emanate from the top. You can watch the 20 minute presentation “Beyond …

Leadership 20

Leadership Presentation Customer Care Contact Center 20

Brad Cleveland Blog

MARCH 3, 2016

No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. Great service is a leadership responsibility that can provide tremendous strategic value. The talk focused on how great service must emanate from the top. You can watch the 20 minute presentation “Beyond …

Leadership 20

Leadership Presentation Customer Care Contact Center 20

Kustomer

SEPTEMBER 2, 2020

A platform that brings all the data about a customer into one place helps customer service agents understand the context of a customer’s conversations and helps them deliver more efficient, proactive and relevant service. An efficient but personal interaction that builds a lifelong customer relationship.

Omnichannel 52

Omnichannel E Commerce E-support Events 52