Podcast appearances and mentions of brad cleveland

In this insightful episode of the WeWFM podcast, host Doug Casterton sits down with Brad Cleveland, founding partner of ICMI and author of "Contact Center Management on Fast Forward." They explore how workforce management has evolved from a basic support function to a strategic differentiator in modern contact centers. Brad shares his four decades of experience working with organizations across 60 countries, explaining how AI is amplifying rather than replacing WFM and why explaining "the why" behind forecasts is crucial for building trust with operational leaders.The conversation delves into practical advice for WFM professionals seeking a seat at the leadership table, the importance of developing T-shaped skillsets, and why we must never lose sight of the human element despite technological advances. Brad's vision of WFM as a "living, breathing ecosystem" rather than a set of rigid processes offers valuable insights for anyone looking to future-proof their workforce management strategy as we approach 2030 and beyond.

In this episode, customer experience expert Brad Cleveland explores into the art of building meaningful customer relationships and the shift from traditional customer service to a proactive, holistic approach to customer experience. Cleveland draws from his work with leading companies like Apple and government entities to explain how a customer-first mindset can transform businesses. He points out essential strategies for success, including quality standards, team alignment, and the effective use of technology such as AI and social media to create loyal customer advocates.About Brad Cleveland:Brad Cleveland is an expert in customer experience and business innovation. With years of experience working alongside leading companies and governments, Brad helps organizations redefine success through strategic customer engagement and effective team collaboration. He is known for his clear and actionable insights on transforming customer service into proactive customer experience, guiding many to develop strong, enduring customer connections. Brad's expertise in creating quality-driven customer cultures has positioned him as a trusted authority in the field, with a reputation for driving impactful change across industries.Learn more: https://www.bradcleveland.com/About Brad SugarsInternationally known as one of the most influential entrepreneurs, Brad Sugars is a bestselling author, keynote speaker, and the #1 business coach in the world. Over the course of his 30-year career as an entrepreneur, Brad has become the CEO of 9+ companies and is the owner of the multimillion-dollar franchise ActionCOACH®. As a husband and father of five, Brad is equally as passionate about his family as he is about business. That's why, Brad is a strong advocate for building a business that works without you – so you can spend more time doing what really matters to you. Over the years of starting, scaling and selling many businesses, Brad has earned his fair share of scars. Being an entrepreneur is not an easy road. But if you can learn from those who have gone before you, it becomes a lot easier than going at it alone.Please click here to learn more about Brad Sugars: https://bradsugars.com/Learn the Fundamentals of Success for free:The Big Success Starter: https://results.bradsugars.com/thebigsuccess-starter

Customer service is a big part of the customer experience, and the call center is a critical focal point for direct interaction with customers. With all the changes in technology recently, I wanted to ask an industry expert his thoughts on the future of the call center in the customer experience space. In this episode of the Modern Customer Podcast, I had a conversation with an expert who has probably worked with more call centers over the past three decades than anyone else in the world. Brad Cleveland got his start in call centers decades ago and has watched this space grow and develop as a consultant, speaker, course instructor, and author of ten books, including his latest, Leading the Customer Experience. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

In this episode of the Big Success Podcast, Brad Cleveland, a customer experience expert, discusses the customer experience movement and how to build success. He believes that success is finding your calling and pursuing it with everything you've got. Brad shares his unique perspective on how the customer movement has shifted and how to fight off the good and go for the great in the customer experience. This podcast is full of takeaways and insights on customer experience and success.About Brad ClevelandBrad Cleveland, a global expert in customer experience, service, and leadership, spans 45 U.S. states and 60+ countries. Notably, he's collaborated with esteemed names like American Express, Apple, and governments including the U.S., Canada, and Australia. Impressively, he's engaged with over 70% of top net promoter score companies in their sectors.His insights have graced distinguished publications like the New York Times, Wall Street Journal, and NPR's All Things Considered. Authored works like "Leading the Customer Experience" and "Contact Center Management on Fast Forward" showcase his expertise.As a LinkedIn Learning instructor, Brad's courses have garnered 1 million views, with his content reaching diverse languages. Former CEO of the International Customer Management Institute (ICMI), he advises while continuing his role as a consultant, speaker, and workshop leader.Please click here to learn more about Brad Cleveland.About Brad SugarsInternationally known as one of the most influential entrepreneurs, Brad Sugars is a bestselling author, keynote speaker, and the #1 business coach in the world. Over the course of his 30-year career as an entrepreneur, Brad has become the CEO of 9+ companies and is the owner of the multimillion-dollar franchise ActionCOACH®. As a husband and father of five, Brad is equally as passionate about his family as he is about business. That's why, Brad is a strong advocate for building a business that works without you – so you can spend more time doing what really matters to you. Over the years of starting, scaling and selling many businesses, Brad has earned his fair share of scars. Being an entrepreneur is not an easy road. But if you can learn from those who have gone before you, it becomes a lot easier than going at it alone.Please click here to learn more about Brad Sugars: https://bradsugars.com/Learn the Fundamentals of Success for free:The Big Success Starter: https://results.bradsugars.com/thebigsuccess-starter

Brad Cleveland is known globally for his expertise in customer experience, customer service, and leadership. He has worked across 45 states and in over 60 countries, and his clients have included American Express, Apple, the University of California, the federal governments of the U.S., Canada, Australia, and others. In fact, Brad has consulted or facilitated training in over 70% of the companies that have the top net promoter score in their sectors.Brad has appeared in media that have included the New York Times, Financial Times, Wall Street Journal, Inc. Magazine, Washington Post, NPR's All Things Considered, and others.His books include “Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results” (1st edition, 2021), “Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience” (4th edition, 2019), and others. Leading the Customer Experience was recently selected as a NYC Big Book Award distinguished favorite.Brad is also the presenter of popular courses on customer experience and customer service, on LinkedIn Learning. His online courses have reached over 1 million views, and his books, articles, and courses have been translated into a dozen languages.Brad was founding partner in and former CEO of the International Customer Management Institute, ICMI, where he remains an advisor. Today, he is a sought-after consultant, keynote speaker, and workshop leader.Please click here to learn more about Brad Cleveland.About Brad Sugars Internationally known as one of the most influential entrepreneurs, Brad Sugars is a bestselling author, keynote speaker, and the #1 business coach in the world. Over the course of his 30-year career as an entrepreneur, Brad has become the CEO of 9+ companies and is the owner of the multimillion-dollar franchise ActionCOACH®. As a husband and father of five, Brad is equally as passionate about his family as he is about business. That's why, Brad is a strong advocate for building a business that works without you – so you can spend more time doing what really matters to you. Over the years of starting, scaling and selling many businesses, Brad has earned his fair share of scars. Being an entrepreneur is not an easy road. But if you can learn from those who have gone before you, it becomes a lot easier than going at it alone. That's why Brad has created 90 Days To Revolutionize Your Life – It's 30 minutes a day for 90 days, teaching you his 30 years experience on investing, business and life.Please click here to learn more about Brad Sugars.Learn the Fundamentals of Success for free: The Big Success Starter: https://results.bradsugars.com/thebigsuccess-starter Join Brad's programs here: 30X Life: https://results.bradsugars.com/30xlifechallenge 30X Business: https://results.bradsugars.com/30xbusinesschallenge 30X Wealth: https://results.bradsugars.com/30xwealthchallenge 90X – Revolutionize Your Life: https://30xbusiness.com/90daystorevolutionize Brad Sugars' Entrepreneur University: https://results.bradsugars.com/entrepreneuruniversity For more information, visit Brad Sugars' website: www.bradsugars.comFollow Brad on Social Media:YouTube: @bradleysugars Instagram: @bradleysugars Facebook: Bradley J SugarsLinkedIn: Brad SugarsTikTok: @bradleysugarsTwitter: BradSugars The Big Success Podcast https://businessinnovatorsradio.com/the-big-success-podcast/Source: https://businessinnovatorsradio.com/ep-23-brad-cleveland-the-big-success-podcast-with-brad-sugars

Tugboat Institute® member Brad Cleveland is a global expert in customer strategy and management. His recent book, Leading the Customer Experience, along with his LinkedIn Learning Courses and numerous articles, have been translated into a dozen languages. He is a sought after speaker and consultant worldwide. When Brad was a young man, he had the opportunity to speak with W. Edwards Deming, who gave him a piece of profound advice: drive out the fear! Many years later, Brad has come to fully appreciate the role that fear can play in limiting performance and success in an organization. In this short Tugboat Institute talk, he reminds us how important it is to create a culture in our businesses where everyone - from the customer to the employee to the CEO - can operate free of fear. Listen and be emboldened to help drive out the fear in your organization.

Attention all podcast listeners! Get ready to step up your customer strategy game because we have a treat for you! Our guest today is none other than Brad Cleveland, the global authority on customer strategy and management. With over 45 states and 60 countries under his belt, Brad has worked with top service leaders such as Apple, American Express, and USAA, and has even advised governments worldwide. In this episode, Brad will take us on a journey to uncover the value opportunity of customer experience, and guide us through the new era of CX, personalization, and the most essential metrics. His mission is to help organizations thrive in the ever-evolving customer experience landscape, and he's here to share his expertise with us. So, prepare to be inspired and take notes as Brad Cleveland joins us on the show! Don't miss this exciting episode. Tune in now!

Brad Cleveland - Author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results [Customer Experience]ABOUT NICK GLIMSDAHLSubscribe to my monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Brad Cleveland is an author, speaker, and consultant known globally for his expertise in customer strategy and management. He joins us on VUX World to share his perspectives on the current customer experience challenges faced by enterprises and how AI technologies are lending a hand in helping.**Presented by Deepgram**Deepgram is a Speech Company whose goal is to have every voice heard and understood. We have revolutionized speech-to-text (STT) with an End-to-End Deep Learning platform. This AI architectural advantage means you don't have to compromise on speed, accuracy, scalability, or cost to build the next big idea in voice. Our easy-to-use SDKs and APIs allow developers to quickly test and embed our STT solution into their voice products. For more information, visit: https://deepgram.com/vuxworldContact Center Management on Fast Forwardhttps://www.amazon.co.uk/Contact-Center-Management-Fast-Forward/dp/0985461136/ref=asc_df_0985461136/?tag=googshopuk-21&linkCode=df0&hvadid=375380075215&hvpos=&hvnetw=g&hvrand=11156800645384276776&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=1006766&hvtargid=pla-817016422457&psc=1&th=1&psc=1&tag=&ref=&adgrpid=79766932074&hvpone=&hvptwo=&hvadid=375380075215&hvpos=&hvnetw=g&hvrand=11156800645384276776&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=1006766&hvtargid=pla-817016422457 Customer Experience Leadershiphttps://www.amazon.co.uk/Leading-Customer-Experience-Deliver-Outstanding/dp/1789666872 10 components of a customer success strategyhttps://www.bradcleveland.com/10-components-of-a-customer-access-strategy/ Customer access strategy worksheethttps://brad-cleveland-public.s3.amazonaws.com/2021/07/Customer-Access-Strategy-Worksheet-website.pdf See acast.com/privacy for privacy and opt-out information.

Some might not believe it, but there is still a debate between customer experience and customer service, even though the former includes the latter. The first guest of the new season, Brad Cleveland, has a lot to say about the role of customer service in CX.  Customer service is often mistreated and not given the respect it deserves. In this episode, we try to change that and Brad has enough great examples and options from his work and his book that are bound to give you something to think about.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results by Brad Cleveland About the Book: Many organizations and leaders struggle to respond effectively to fast-evolving customer expectations driven by innovations in products, services, and technologies such as AI and mobile. Failing to build the necessary strategy, culture, and processes, they suffer from high costs, dissatisfied customers, and brand damage. The mandate to get customer experience right is real and urgent. Leading the Customer Experience is a guide to shaping experiences that win loyalty and deliver outstanding business results. It provides a bold, step-by-step approach that will get you and your team pointed in the right direction. And equipped to make sound decisions along the way. Leading the Customer Experience is easy to understand and imminently practical. It is based on the author's extensive experience both as a founding partner of one of the world's most influential customer management organizations, and his work with B2B and B2C organizations in the private and public sectors. The author's down-to-earth explanations cut through jargon and clutter, while stories and examples bring important principles to life. Leading the Customer Experience is relatable to anyone leading, managing, or aspiring to better understand the customer experience. About the Author: Brad Cleveland is known globally as one of today's foremost experts in customer strategy and management. A sought-after consultant and speaker, he has worked in 45 of the 50 U.S. states and over 60 countries, and his clients have included many of today's service leaders like Apple, American Express, and AT&T (and those are just some of the A's on his client list). He's also advised governments in the United States, Australia, and Canada. Brad's books and articles have been translated into over a dozen languages, and he is an instructor for LinkedIn Learning with featured courses on customer strategy and management, customer service leadership, and customer experience leadership. He has appeared in The Wall Street Journal, Fast Company, Inc. Magazine, Forbes, U.S. News and World Report, CNN Money, the Los Angeles Times, Washington Post, Financial Times, and the New York Times, as well as on major television networks (PBS, CNBC, Fox, MSNBC, and others), and NPR's All Things Considered. Brad was a founding partner and former CEO of the International Customer Management Institute (ICMI) now part of London-based Informa plc. And interesting facts – he is a licensed pilot, he once flew on the Concorde from London to New York, and he read the draft version of this book out loud to his wife and daughter for 10 hours straight while on a road trip! Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/leading-customer-experience-brad-cleveland

Great products are not enough. With 24-7 access to the internet, customers expect and demand immediate engagement. Customer service is key to business success. In this Tugboat Institute® podcast, Brad Cleveland, one of the world's foremost experts on customer management and a consultant to Fortune 500 companies, contends that quality customer care is the most powerful differentiator in business. Whether you are a mom-and-pop shop or a global enterprise, technology has leveled the playing field so that any size business can deliver five-star service to their customers when they need it the most. Be an Evergreen® leader. Listen, learn and engage.

From small entrepreneurial startups to major corporations, customer loyalty and customer service are vital for business. After all, without customers, would you be able to stay in business? In today's episode of The Sales Evangelist, Donald is joined by Brad Cleveland, author, speaker, and something, to learn Brad's five steps leaders should take to build customer loyalty. Establish a vision. Think REI: we inspire, educate, and outfit for a lifetime of outdoor adventure and stewardship. It's clear, concise, and anyone hearing it will know exactly what the company is about. Visions aren't exclusive to companies; they should be for individuals too. So why do you do what you do?  Tap into innovation. As you interact with your contacts, prospects, and customers, think about what you can learn from the exchange. The more you pay attention to the root causes driving interactions with your customers, the better you'll be able to serve them. Cast a wide net of listening. Brainstorm every possible way a customer might try to interact with you. Between email, social media, physical, website forms, there's a myriad of potential sources you have to be prepared to listen to. The quietest voices can be the most powerful, but you've got to be willing to hear them. Build your approach around ten customer expectations. Customer expectations aren't changing; be responsive, be available, simple things that just make common sense. Find ways to provide the service your customer wants. Build processes around recurring problem areas. Even after implementing the four previous steps, you might still encounter recurring frustrations, and that's normal.  If this happens, identify those problem areas and work to solve those issues. Then, develop processes that avoid or fix the areas moving forward. Brad's major takeaway? Be uniquely you. There might be things you can learn from other people or organizations, but trying to emulate them will prevent you from developing the authentic relationships you want. Visit him at bradcleveland.com to view his courses, get in contact with him, and find out more about his journey. Read his book Leading the Customer Experience and visit the International Customer Management Institute to find a community of professionals dedicated to providing the perfect customer experience. This episode is brought to you in part by Skipio. Are you sick of crickets? As a salesperson, the pain of reaching out with phone calls or emails and not receiving a response is real. But all text messaging is not created equal. 85% of people prefer text over email and phone calls because they want to engage in a conversation, not listen to bots. Be more like people and start having conversations that end in the conversions you want. Try Skipio at www.Skipio.com. This course is brought to you in part by the TSE Sales Certified Training Program, designed to help new and struggling sellers master sales fundamentals and close more deals. Help elevate your sales game and sign up now to get the first two modules free! You can visit www.thesalesevangelist.com/closemoredeals or call (561) 570-5077 for more information. We value your opinion and always want to improve the quality of our show. Complete our two-minute survey here: thesalesevangelist.com/survey. We'd love for you to join us for our next episodes by tuning in on Apple Podcast, Stitcher, or Spotify. You can also leave comments, suggestions, and ratings for each episode you listen to!  Read more about sales or listen to audiobooks on Audible and explore their huge online library. Register now to get a free book and a 30-day trial. Audio provided by Free SFX and Bensound. Other songs used in the episodes are as follows: The Organ Grinder written by Bradley Jay Hill, performed by Bright Seed, and Produced by Brightseed and Hill.

My guest today is Brad Cleveland, an author, speaker, and consultant who focuses on Customer Strategy and Management.We talked about employee experience, customer experience, and everything in between that makes a great company.He has worked across 45 states and in 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the governments in the U.S., Canada, and Australia. Brad is author of "Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results" (1st ed. 2021) and "Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience" (4th ed. 2019). His books and LinkedIn Learning courses have been translated into a dozen languages.Brad has appeared in media that has included the New York Times, Washington Post, Wall Street Journal, Financial Times, Fast Company, Inc. Magazine, Kiplinger's, television networks (PBS, CNBC, Fox, MSNBC), and NPR's All Things Considered. He was nominated for the prestigious Computerworld Smithsonian 21st Century Pioneering Award, and was recipient of ICMI's Inaugural Lifetime Achievement Award.Brad was founding partner and former CEO of the International Customer Management Institute, ICMI, where he serves as an advisor. He works with organizations as a keynote speaker, workshop leader, and consultant.https://bradcleveland.com See acast.com/privacy for privacy and opt-out information.

Brad Cleveland is one of the world's foremost experts in customer strategy and management. Based in Sun Valley, Idaho, he has worked across 45 states and in over 60 countries for clients as diverse as American Express, Apple, USAA, the University of California, and the federal governments of Australia, Canada, and the U.S. The founding partner and former CEO of the International Customer Management Institute (ICMI), Cleveland is now a sought-after speaker and consultant; his books, articles, and LinkedIn Learning courses have been translated into more than a dozen languages. His new book is Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results (Kogan Page; May 25, 2021). What You'll Learn: THE PROBLEM: Businesses aren't keeping up, and customers aren't happy. According to a jarring new report, 81% of consumers say customer service falls short of their expectations. Worse, Microsoft reports that 58% of customers have no problem saying “See ya!” after a poor experience. THE IDEA: In virtually every part of the world and within nearly every organization, leaders are facing rapid—and unrelenting—change in one crucial area: customer expectations. Fueled by new innovations, tech advancements, and dialed-up social connectivity, customer needs and perspectives evolve by the day. THE KEY MESSAGE: “You need to get customer service right or you may not survive,” warns BRAD CLEVELAND, one of the world's foremost experts in customer strategy and management. Every interaction your customers have must be personalized, invit­ing, and inclusive, based on principles that work, not cookie-cutter prescriptions that too often fail. And it all needs to work for your company and Highlights: 5 steps leaders can take immediately to chart a course to customer loyalty and results 10 expectations every customer will have, regardless of your industry How to build the right teams and turn employees into your “CX Secret Sauce” Why your call center is your company's most overlooked MVP How to efficiently harness ongoing customer feedback to ensure you're making the right decisions today—and are ready for tomorrow Learn more at bradcleveland.com. Seeking more ways to Amplify Your Business? Take our free Amplified Assessment to see how your business stacks up and receive tips to improve your score at: https://growthamplifiers.com/amplified-assessment/

August 17, 2021 Customer Experience Brad Cleveland and Proudfoot Pamela Hackett

Brad Cleveland, one of the world's foremost experts in customer strategy and management and author of "Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results" joins Enterprise Radio. The post Customer Expectations Are Skyrocketing. Can Your Business Keep Up? appeared first on Enterprise Podcast Network - EPN.

How much time do you spend thinking about or working on your customer's experience? The guest on this episode of Digging Deeper would probably argue that if you're not spending a good portion of your time there, you need to. Brad Cleveland is an expert on customer experience and the founding partner and former CEO of the International Customer Management Institute. He's the author of the new book Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results. He and host Jason Falls talk about the state of customer experience in a world that seems to be overrun with volatile customers and bad experiences. What does your brand need to know and do to address customer experience today? Give the episode a watch or listen and find out. This episode of Digging Deeper is less sponsored by someone and more just presented by a new project Jason Falls has built he wants you to know about. Our friends at Get.Online, the domain name provider, along with Ryan Foland and Kim Garst have produced three online courses that combined, form the .Online Business Academy. It's a series of easy to follow online courses built to help you start your own business, make a business plan, build a website for your business and start driving revenue for that thing you've always wanted to launch. Ryan starts off the academy's curriculum with a course on how to come up with a business idea that doesn't suck. The course from Kim is how to write an online business plan you will actually use. And then Jason's course is how to set up and launch your business website to attract customers. The .Online Business Academy is FREE! The lessons are broken up into short videos and activities, so you can do a little at a time. Or, of course you can dive in and complete the entire academy lessons all in one day. So if you've been thinking about starting your own business or you or someone you know needs help to take that idea to the next level, The dot-Online Business Academy is live and waiting for you. Visit jason.online/academy right now. If you like this episode, please share it with a friend or colleague. Don't miss the video show each week by subscribing to our YouTube channel or our audio podcast on Apple Podcasts, Google Podcasts, Stitcher or Spotify. And we could use some reviews on each platform, so do give us a quick rating or review! Learn more about your ad choices. Visit megaphone.fm/adchoices

(PART 2) Best-selling author, Brad Cleveland joins the podcast today to discuss his new book, "Leading The Customer Experience".   During today's podcast with Neal Topf and Paul Catherall, listen to Brad as he explains who (in his opinion) owns customer experience (will this came as a surprise that it's everyone?), how important having a vision is and why making the mundane interesting is the latest "buzz phrase" but carries weight and importance.   Brad provides some refreshing insights regarding how a longer AHT may actually improve customer experience (yes, how many contact center people are turning away right now?), the need to culture a business culture around customer experience, and why more and more business are understanding that employee engagement is the foundation of customer experience.   In summary, as Brad says "Get the principles in place, and the rest will go away.

Best-selling author, Brad Cleveland joins the podcast today to discuss his new book, "Leading The Customer Experience". During today's podcast, listen to Brad as he explains who (in his opinion) owns customer experience (will this came as a surprise that it's everyone?), how important having a vision is and why making the mundane interesting is the latest "buzz phrase" but carries weight and importance. Brad provides some refreshing insights regarding how a longer AHT may actually improve customer experience (yes, how many contact center people are turning away right now?), the need to culture a business culture around customer experience, and why more and more business are understanding that employee engagement is the foundation of customer experience. In summary, as Brad says "Get the principles in place, and the rest will go away.

Brad Cleveland - Author, Leading the Customer Experience: How to Chart a Course and Deliver Outstanding Results [Customer Experience]Brad talks about:·       Why organizations should build a core leadership team around the Customer Experience·       The importance of effective communication·       How to get Employee FeedbackThe person who has influenced Brad the most in the past year:My Mom, Annie ClevelandHis note to all customer service professionals: “Thank you for all the hard work and important work that you do.”Transcript: https://press1fornick.com/brad-cleveland  JOIN THE PRESS 1 FOR NICK COMMUNITY:LinkedInWebsiteConnect with Nick BOOK RECOMMENDATIONS:Learn about all the guests book recommendations here BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here This podcast is under the umbrella of CX of M Radio SUPPORT:Want to support this show? Click here to buy me a coffee SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here

Continuing our Friday interview theme, Matt and Dave are joined by Brad Cleveland, Worship Minister at The Church at West Franklin. Brad just wrapped up a month long sabbatical and he shares with us what he did, what he learned, and what he hopes for our campus going forward. --- Send in a voice message: https://anchor.fm/west-franklin/message

COVID has cancelled a lot of things but one thing it can't cancel is our annual Christmas Concert! But it can change how we have to do the concert this year. In today's episode of West Franklin Talks, Matt and Dave are joined by Brad Cleveland to share all the details about the concert. What is it? When is it? What do you need to do to attend? What to expect? And you'll hear which of us has finished our Christmas shopping and who hasn't even started. So grab some pen and paper to write down the details you need to know and get ready for this Thursday episode! *Don't forget, next week our Thursday episode moves to Friday morning. Same greatish content just a day later! --- Send in a voice message: https://anchor.fm/west-franklin/message

It's the first Thursday of November and that means we're talking with one of our great people you should know. Dave is joined by Brad Cleveland, our worship minister, and special guest, Sarah Cooley, one of our great choir members. We talk about how Sarah got into music, some of her favorite memories of leading worship at The Church at West Franklin, what she wants to be remembered for, and much more. So get ready to know Sarah as you join us for another episode of West Franklin Talks! --- Send in a voice message: https://anchor.fm/west-franklin/message

Brad Cleveland, our Worship Minister, joins Dave to dig further into 1 Timothy 1:18-19 and what it means to steward your relationships well. We'll talk about the people who have been Timothy and Paul's in our life, having awareness of those who aren't close relationships and much more. Thanks for joining for today's episode of West Franklin Talks! --- Send in a voice message: https://anchor.fm/west-franklin/message

Neal and Paul discuss a recent cost savings article published by Brad Cleveland as well as sharing their #CXHeroes of the week.

In this week's episode, Neal and Paul discuss who are the people that they consider to be CX heroes and leaders in the customer service world.People such as:-Nate Brown, Brad Cleveland and Ryan Bicknell (to name but a few).

Brad Cleveland joins West Franklin Talks to explore the spiritual discipline of worship. Along with our conversation with Brad, we share details of how YOU can be part of our Holy Week episode. So settle in and join us for this week's episode of West Franklin Talks! --- Send in a voice message: https://anchor.fm/west-franklin/message

Brad Cleveland is an author, speaker, consultant and expert on customer satisfaction and employee engagement. He offers up mantras for engaging with customers for the highest levels of satisfaction.  

Brad Cleveland is known globally as one of the foremost experts in customer strategy, management and service delivery. A pioneer in the industry, he has been a driving force in defining...READ MORE The post Brad Cleveland appeared first on That Got Me Thinking.

In the third chapter of a discussion with contact center industry experts Brad Cleveland and Terri Pennypacker, the podcast explores how social media can energize and fuel a process transformation in traditional customer service. Rather than regard social customer service as an unwinnable challenge, forward thinking customer service and engagement contact center managers can find rich insight in social input, and convert service issues into new loyalty. 

In the second chapter of a discussion with contact center industry experts Brad Cleveland and Terri Pennypacker, the podcast explores the metrics and strategies contact center managers should embrace if they want to excel in the middle of a tidal wave of rising consumer expectations. If done well, customer contact centers can become customer engagement hubs that drive revenue and strategic goals -- rather than be regarded as a cost center. 

The customer service industry is facing a velocity of change unlike anything they have seen before. In this first of three podcasts on the challenges and opportunities facing the industry, Brad Cleveland, noted author and customer service consultant (www.bradcleveland.com) speaks with Pegasystems's own Terri Pennypacker. In this podcast, both admit that their industry faces incredible challenges and yet both admit that this is also an exciting time to take advantage of those challenges. Is customer service about to be replaced by a search algorithm or a clever bot? Brad and Terri don't think so.