Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer relationships 32

Customer relationships Innovation Customer Service Strategies Video 32

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” It’s a constant balancing act, wherever and whenever the customer touches your brand. – Shep Hyken.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

Brad Cleveland Blog

JULY 8, 2021

When developing a customer service strategy, the final step is to innovate and align. How do you keep day-to-day operations and every decision aligned with your customer service vision? Where are the opportunities to get even better?

Customer relationships 26

Customer relationships Innovation Customer Service Strategies Customers 26

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Magellan Solutions

SEPTEMBER 27, 2020

This is especially true for the insurance industry — an industry that relies greatly on its customer base. To keep the business afloat, companies from this sector should do their best to attract more customers while retaining the existing ones. This is why good customer service in the insurance industry is important. .

Insurance 52

Insurance Industry Customer Service Customers 52

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly.

Strategy 55

Strategy Customer Service Strategies Customer Expectations Meeting 55

Magellan Solutions

AUGUST 23, 2021

And for BPOs, it is time to move on from traditional call centers. Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. What is Autonomous Omnichannel Services? Partner with the Top Contact Center Services Philippines.

Omni-Channel 52

Omni-Channel Call Center Contact Center B2C 52

Talkdesk

APRIL 28, 2016

We are having a renaissance moment in the realm of customer service. More than ever, businesses have become focused on forging strong, meaningful relationships with their customers. With so much going on, it can be daunting to undertake an effort to reform your customer service. It all starts with empathy.

Customer Service 45

Customer Service Net Promoter Score Effort Score Call Center 45

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 114

Customer Service Training Training Customer Service Contact Center 114

Call Center Pros

NOVEMBER 12, 2018

Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules… We are in times when customers are empowered. The landscape of customer service is drastically changing.

Customer Experience 69

Customer Experience Multi-Channel Call Center Customers 69

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly.

Strategy 26

Strategy Customer Service Strategies Customer Expectations Meeting 26

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many cases those working on strategy will either under or overestimate the level of effort required by the people step.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service How To 26

Brad Cleveland Blog

MAY 26, 2022

When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders.

Customer Service Strategies 26

Customer Service Strategies Strategy Customer Service How To 26

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

OCTOBER 9, 2012

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Call Center 20

Call Center Contact Center Tips Customer Service Strategies 20

Brad Cleveland Blog

OCTOBER 9, 2012

Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding. Brad identifies what leaders should know about contact centers, and provides tips for acquiring this understanding.

Call Center 20

Call Center Contact Center Tips Customer Service Strategies 20

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Magellan Solutions

APRIL 4, 2024

Meet the future of customer service: live chat agents! In a world where instant gratification reigns supreme, customers demand personalized experiences like never before. Imagine if nearly two-thirds of your customers were more inclined to keep doing business with you. What are Live Chat Agents? But that’s not all!

Wait Times 52

Wait Times Guidelines Exceptional Customer Service Competitive Advantage 52

Brad Cleveland Blog

AUGUST 9, 2013

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Customer relationships 20

Customer relationships Customers Call Center Contact Center 20

Brad Cleveland Blog

AUGUST 9, 2013

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Customer relationships 20

Customer relationships Customers Call Center Contact Center 20

Brad Cleveland Blog

JUNE 15, 2012

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it’s a new era in customer service.

Customer Service 20

Customer Service Customers Contact Center Call Center 20

Brad Cleveland Blog

JUNE 15, 2012

In this podcast, Brad shares his reasons for believing it’s a new era in customer service. In this podcast, Brad shares his reasons for believing it's a new era in customer service.

Customer Service 20

Customer Service Customers Contact Center Call Center 20

NobelBiz

APRIL 27, 2021

Customer relationship management is at the forefront of all business debates. Overall, retaining existing customers is much more lucrative than attracting new ones. As a result, engaging in contact center solutions and technologies yields significant returns for companies. Behavioral passivity leads to behavioral loyalty.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

Brad Cleveland Blog

JUNE 7, 2013

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Customer Service 20

Customer Service Customers Call Center Contact Center 20

Brad Cleveland Blog

JUNE 7, 2013

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Customer Service 20

Customer Service Customers Call Center Contact Center 20

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. The best way to smoothe your customer relationships is to set expectations: let people know when they can expect to hear from you, and always over-deliver.

Customer Experience 85

Customer Experience Average Handle Time Net Promoter Score Customer Care 85

Retently

FEBRUARY 20, 2023

Build targeted marketing and leverage personalization By segmenting customers based on their RFM score and NPS rating, ecommerce companies can develop targeted marketing campaigns, personalized product recommendations, and effective customer service strategies.

Ecommerce 151

Ecommerce NPS Effort Score Analysis 151

Brad Cleveland Blog

JULY 1, 2012

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.

Customers 20

Customers Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JULY 1, 2012

Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them. Brad discusses steps you can take to ensure that your customers understand the access alternatives available to them.

Customers 20

Customers Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. “So So many people come from so many different backgrounds” in this profession.

Contact Center 20

Contact Center Call Center Customer Service Strategies Customer relationships 20

Brad Cleveland Blog

JUNE 23, 2012

Brad tells the story of how he got started and how important his mentors were to him. “So many people come from so many different backgrounds” in this profession. Brad tells the story of how he got started and how important his mentors were to him. "So So many people come from so many different backgrounds" in this profession.

Contact Center 20

Contact Center Call Center Customer Service Strategies Customer relationships 20

Brad Cleveland Blog

JULY 19, 2013

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Social Media 20

Social Media Call Center Contact Center Customer Service Strategies 20

Brad Cleveland Blog

JULY 19, 2013

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Social Media 20

Social Media Call Center Contact Center Customer Service Strategies 20