Leading the Customer Experience

Leading the Customer Experience

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.

Watch and be emboldened to help drive out the fear in your organization.

 

More Articles and Videos

PJWS team

The Data + Human-Centric Approach that Dramatically Improved Retention for P.J. Wallbank Springs, Inc.

  • Chris Wallbank
  • P.J. Wallbank Springs
May 20, 2025
fam-square-jjs-with-brian (1) copy

Pushing the Boundaries of Client-Centric Innovation

  • Jim Jurgielewicz
  • Joe Jurgielewicz & Son
May 13, 2025
Gravely Whorton Burlingham on stage

The Making of Another Way

  • Dave Whorton & Bo Burlingham with Mel Gravely
May 06, 2025
Jack brown's full team copy

Find the Tool That Will Help You Grow

  • Aaron Ludwig
  • Jack Brown's Beer & Burger Joint
April 29, 2025