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. So, what is EQ?

Management 78

Management Leadership Conference Examples 78

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

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Kayako

MAY 12, 2016

Support Ops is the closest you can get to taking a course in customer support. Every week, a crew of customer happiness pros from Buffer, Automatic and Wistia, get together, discuss a new topic each week, and record it as a podcast, a Youtube video, and MP3 download. Support Driven. Hosted by: Scott Tran. Help Scout Blog.

Conference 120

Conference Tips Call Center Video 120

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

Brad Cleveland Blog

NOVEMBER 9, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the second of five videos. You can view the first video at Delivering Consistent Service. The post eCornell Videos: Retaining the “Right” Customers appeared first on Brad Cleveland.

Video 26

Video Customers Contact Center Call Center 26

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 29

Customer Expectations Leadership Video Course 29

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 Training Customer Service Management 41

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.

Training 40

Training Management Call Center Connections 40

Brad Cleveland Blog

NOVEMBER 29, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the fourth of five videos.

Video 26

Video Customers Contact Center Call Center 26

Brad Cleveland Blog

SEPTEMBER 19, 2019

Recently, I was reminded of this brief interview that I recorded with Jim Rembach of Call Center Coach. I hope the video helps you consider how to prepare … Continue reading → The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Video Multi-Channel 26

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 26

Customer Expectations Leadership Video Course 26

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Call Center Video Meeting 26

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.

Employee Engagement 52

Employee Engagement Engagement Customer Centricity Video 52

Brad Cleveland Blog

APRIL 12, 2023

In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland. Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts.

Video 49

Video Training Technology Contact Center 49

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?

Contact Center 49

Contact Center Video Course Innovation 49

Brad Cleveland Blog

OCTOBER 21, 2022

Customers are advocates when they positively promote your products and brand. Brand advocates, as they’re often called, bring much value to the organization. The benefits of customer advocates are powerful.

Brands 49

Brands Video Course Contact Center 49

Brad Cleveland Blog

NOVEMBER 14, 2019

They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do. The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some …

Leadership 24

Leadership Video Course Survey 24

Brad Cleveland Blog

OCTOBER 7, 2022

Every organization receives feedback from customers, but some manage it far more effectively. Where does your organization stand? How effective is your approach?

Feedback 49

Feedback Management Video Course 49

SurveySensum

JULY 14, 2020

International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. He is also the host of Amazon Prime’s ‘This Week in CX’, and is known to many as the ‘Customer Experience Rockstar.’ . LinkedIn : [link]. Website : [link]. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Brad Cleveland Blog

NOVEMBER 14, 2019

They want to put themselves in their customers’ shoes. They want to see the organization, products, employees and competitors as their customers do. The video below, from my LinkedIn Learning course “Customer Service Leadership,” shares some …

Leadership 20

Leadership Video Course Survey 20

Brad Cleveland Blog

AUGUST 14, 2019

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

Culture 26

Culture Engagement Video Customer relationships 26

Brad Cleveland Blog

APRIL 12, 2023

In this video from my LinkedIn … Continue reading → The post Evaluating CX Improvement Initiatives appeared first on Brad Cleveland. Perhaps there are new technologies that can help you deliver services more efficiently or sorely needed process-improvement efforts.

Video 26

Video Training Technology Contact Center 26

Brad Cleveland Blog

JANUARY 15, 2021

In this video, I’ll discuss five common pitfalls when developing strategies. You can … The post Customer Service Strategy: Avoid Common Pitfalls first appeared on Brad Cleveland. .” He makes a great point.

Customer Service Strategies 54

Customer Service Strategies Strategy Customer Service Airlines 54

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?

Contact Center 26

Contact Center Video Course Innovation 26

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.

Employee Engagement 26

Employee Engagement Engagement Customer Centricity Video 26

Brad Cleveland Blog

AUGUST 22, 2018

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

Video 26

Video Customer relationships Contact Center Call Center 26

Brad Cleveland Blog

MAY 6, 2021

Managing customer feedback effectively requires that you establish goals. This video discusses six goals that can help you get the most out of your customer feedback efforts. The video is from my LinkedIn Learning course “Customer Service: Managing Customer Feedback.”

Feedback 32

Feedback Video Course Resources 32

Brad Cleveland Blog

MAY 23, 2018

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

Culture 26

Culture Engagement Video Customer relationships 26

Brad Cleveland Blog

MAY 27, 2021

When implementing your own customer advocacy initiatives, it can be helpful to learn what was worked well for others. This video explores ways organizations have structured their advocacy programs and five traits of successful initiatives. The video is from my LinkedIn Learning Course Customer Advocacy.

Video 29

Video Course Customers Contact Center 29

Brad Cleveland Blog

MAY 3, 2018

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

ROI 26

ROI Video Customer relationships Contact Center 26

Brad Cleveland Blog

MARCH 22, 2018

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

Video 26

Video Customer relationships Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 21, 2022

Customers are advocates when they positively promote your products and brand. Brand advocates, as they’re often called, bring much value to the organization. The benefits of customer advocates are powerful.

Brands 26

Brands Video Course Contact Center 26

Brad Cleveland Blog

JANUARY 2, 2018

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

Culture 26

Culture Video Customer relationships Contact Center 26

Brad Cleveland Blog

AUGUST 19, 2022

The first pillar of customer experience is vision. This video, from my newest course The 10 Pillars of Customer Experience, will help you make … Continue reading → The post The First Pillar of Customer Experience appeared first on Brad Cleveland.

Customer Experience 26

Customer Experience Video Course Customers 26

Brad Cleveland Blog

AUGUST 19, 2022

The first pillar of customer experience is vision. This video, from my newest course The 10 Pillars of Customer Experience, will help you make … Continue reading → The post The First Pillar of Customer Experience appeared first on Brad Cleveland.

Customer Experience 26

Customer Experience Video Course Customers 26