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.
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