Brad Cleveland Blog

JULY 8, 2021

How do you keep day-to-day operations and every decision aligned with your customer service vision?

Customer relationships 32

Customer relationships Innovation Customer Service Strategies Video 32

Oracle

AUGUST 5, 2019

As part of our Burning Questions Series, SmarterCX sat down with some of the top CX minds at Oracle’s ModernCX 2019 to understand what kinds of skills and study will be crucial for those looking to make headway in their own customer experience organizations. Understand how technologies can shape their customer experience.

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Video Technology Leadership Consulting 67

Customer Bliss

FEBRUARY 18, 2020

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. The following is a lightly edited transcript of the video below. For the previous video about this topic, click here to read the transcript and access the video. What will you always do?

Chief Customer Officer 248

Chief Customer Officer Video Customer relationships Course 248

Amity

MAY 19, 2017

You’d have to be living under a rock to have missed video making its grand entrance on the Marketing must-do list. How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish? Parlor Skis: HubSpot Customer Success Story.

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Video Case Study Study Roadmap 57

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. .

Call Center 124

Call Center Trends Self Service Contact Center 124

Strativity

FEBRUARY 11, 2015

Customer Relationship Status: “It’s Complicated!” Despite the plethora of “We Love Our Customers” mugs and t-shirts, only 14% of relationships between customers and organizati?ons However, of those surveyed, 58% report that their relationships are “enhancing and improving.”. . .

Customer relationships 40

Customer relationships Conference Study Employee Engagement 40

Alida

SEPTEMBER 14, 2018

IValerie Brock, senior research manager of customer advocacy, has become an important guardian of customer relationships in this company. Scott said that more than ever, insight professionals should follow Valerie’s example and help protect and nurture customer relationships. ?.

Entertainment 133

Entertainment Customer relationships Retail Leadership 133

Zeisler Consulting

NOVEMBER 5, 2020

The concept of a Chief Customer Officer (CCO or, sometimes, CXO) is still pretty fresh for a lot of organizations. I’ve even posted a video to go over some of the simple questions like, Why should you have a CCO and what are the benefits? If that sounds familiar, it should.

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Chief Customer Officer Leadership Customer Centricity Effort Score 93

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

BirdEye

MAY 3, 2023

B2B and B2C marketing channels need customized approaches for best results in terms of language, creative design, brand positioning, messaging, etc. When done correctly, both are great for developing customer relationships, building trust in your brand, and getting high-value conversions.

Marketing 98

Marketing B2C Social Media Multi-Channel 98

ECXO

AUGUST 2, 2023

In this session, you will learn: A new framework for leadership How to apply self-leadership Conversations that drive results Articulating your own Value (executive presence and influence capital) BIO: Andrew Bryant is a Globally recognized author and expert on Self-leadership and Leadership.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

ClientSuccess

APRIL 4, 2018

The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. From : Jorie Basque , Customer Relationship Manager. 3) Red Shoe Experience and Customer Success (video presentation by Lonnie Mayne). Company : InGenius Software.

Customer Relationship Management 40

Customer Relationship Management Customer relationships Management Customer Success 40

Storyminers

JULY 2, 2020

Each day, you’ll be involved in all the things that matter – from finding clients to building new content, from staying up-to-date on current trends to providing thought leadership for your audiences. If you don’t have a CRM (customer relationship management) system, get one–even if you’re just starting out. Poll Everywhere.

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Customer Journeys CRM Retail Meeting 246

Alida

APRIL 27, 2018

Here are 10 practical takeaways from leading chief customer officers (CCOs) and customer experience (CX) leaders in Australia: 1. Practice mindful leadership. “Leadership matters. If we’re being the best version of ourselves and showing up, taking care of ourselves, then employees strive, then customers thrive.”

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Team Support

MAY 28, 2020

Taking the relationship to the next level where you fight for a customer on the front lines during internal discussions may seem strange at first, but it can be well worth it when in the future the customer fights for you to win new business through referrals, testimonials, and more.

How To 72

How To Customer relationships Leadership Video 72

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

NobelBiz

APRIL 2, 2024

Another key benefit of WFM is its ability to match agent availability to customer demand accurately. Brad Dashnaw is the CEO of one of the top companies in the Digital Marketing space for Higher Education and Automotive Companies with over 4,000+ succesful clients. All enabled by NobelBiz leading contact center technology.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

Blake Morgan

JUNE 28, 2022

Ali recommends starting where you’re comfortable, even if that means photos without video to start. As your comfort level grows, Ali recommends planning content for the entire week to hit different topics, including informational videos about your company, stories about what it’s like to be a leader and fun content.

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Social Media Video ROI Connections 64

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.

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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

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

Experience Investigators by 360Connext

MARCH 8, 2018

We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results. It advertises, but does not build a relationship between companies and their customers.

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Team Support

AUGUST 17, 2020

Their interactions with customers are not merely a process that needs to happen, instead they view their conversations as potential opportunities to drive revenue, strengthen customer relationships and reduce churn. And we certainly can’t spend any time following up with the customer to make sure the resolution is satisfactory.

B2B 59

B2B Self Service Software Customer relationships 59

Beyond Philosophy

JANUARY 12, 2023

Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Customer Science is where you combine artificial intelligence (AI), behavioral science, and customer data to gain insights into customer behavior. It’s as simple as that.

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Conference Travel Customer Satisfaction Effort Score 78

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

CSM Magazine

DECEMBER 1, 2022

Outreach must be conducted in a compliant way: only after permission is obtained through writing or via a recording, with the ability to opt-out of being contacted at any time, and the right to have all personal information removed from the Customer Relationship Management (CRM) database upon request. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

ChurnZero

DECEMBER 21, 2023

For example, email, video calls, QBRs? A: Everything builds off the way that we start these relationships. In addition to your five customer needs, you also have key questions that help you develop a deep understanding of what your customer is trying to do, in a deeper way than your sales team has already discovered.

Sales 52

Sales Customer Success Tourism Roadmap 52

Comm100

MARCH 8, 2017

From helpful articles and videos, to truisms about the industry, Shep Hyken’s Twitter game is as strong as ever in 2017. Kate Nasser, otherwise known as the People Skills Coach™, offers anyone who happens upon her Twitter page a wealth of knowledge on topics such as how to increase your impact and how to create positive customer experiences.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Doug Leather

MARCH 11, 2014

BT have become somewhat of a ‘poster child’ when it comes to Customer Effort Score in action. Have a look at this video, by Dr Nicola Millard, on the topic of Customer Effort: Help or Hype?

Customer Centricity 60

Customer Centricity Measurement Net Promoter Score Effort Score 60

NobelBiz

FEBRUARY 13, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Totango

JULY 31, 2020

Track Customer Progress and Optimize Your Onboarding Process. Paying close attention to these four things during onboarding can be the difference between a stalled onboarding process and a long and mutually rewarding customer relationship. What Difference Does a Fast Onboarding Process Make?

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e-support Hospitality Healthcare Touchpoint 127

Totango

SEPTEMBER 19, 2019

After all, your goals should always be informed by your customers’ goals. Customer feedback. Relevant events such as changes in leadership or personnel. Best Practices for Customer-Centric Uses of Data. By applying these best practices, you can improve your product and the customer experience. Support tickets.

Customer Centricity 59

Customer Centricity Data Case Study Lifetime Customer 59

Customer Bliss

MAY 22, 2018

But in order to be steadfast in the market, and with customers, employees, and partners, as a company that is unique — they need to address both the internal and external factors to enable them to deliver in a unique manner. Anyone of these simple actions can start a groundswell for good.

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Company Insurance Banking Hospitality 100

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 46

Contact Center Video Course Innovation 46

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.

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Video Training Technology Contact Center 44

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