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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The loyalty formula: personalization + Guided CX
When it comes to customer experience, there’s no one-size-fits-all. Today’s customers want more than fast service - they want personalized service. They want to feel seen, heard, and supported like a VIP. So how do you deliver that kind of experience, especially in a digital world? The answer lies in Guided Customer Experience (Guided CX) and smart personalization. When you combine the power of human connection with tailored, in-the-moment support, you turn everyday interactions into loyalty-building moments. Let’s break it down.
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Customer Service
A 5-step action plan to lift your customer satisfaction
“I can’t get no satisfaction:” these are words you’d like to hear at a Rolling Stones concert – but they’re pretty much the last thing you want to hear from a customer. To retain your customers, to encourage them to spend more with your brand, and to attract new customers via positive word of mouth, you need to satisfy them – before, during, and after they’ve made a purchase with you. This is particularly challenging in the digital world, where customer expectations are constantly being raised by innovations and where customer satisfaction is a moving target. Measuring and improving your customer satisfaction score (CSAT) is crucial to meeting these evolving expectations.
Customer Service
Cutting-edge tech can transform your customer satisfaction levels – for good and bad.
Determining why customer satisfaction matters isn’t exactly rocket science. Satisfied customers are more loyal, more likely to advocate for your brand and – as a result of this – have higher customer lifetime value. (We’ve covered some more of the subtle ways satisfying customers is good for business in our last blog.)
Insurance
The missing pillar of insurance CX (and why you can’t afford to ignore it)
Imagine, for a minute: something distressing has just happened to you. Your sun-soaked holiday has been canceled at the last minute. Or you’ve backed your car up into a streetlight. Or say it’s something much worse: you’ve been injured in an accident, you’ve had a health scare and need to fund an expensive medical procedure, or your loved one has just passed away. In the face of some of the most challenging situations life throws at us (whether merely aggravating or downright devastating), insurers are there to help financially cushion the blow.
Customer Service
Key traits of a great customer success manager
Businesses are increasingly focusing their efforts on customer success, knowing that doing so can improve the customer experience, lower churn rate, increase customer and employee loyalty, and boost revenue. Customer success managers are the key driving force behind those rewarding efforts, making it essential to hire the right people. Knowing the importance, you might ask: what makes a great customer success manager?
SaaS
Do SaaS companies still need customer success?
You have a stellar SaaS product. It’s easy to use, your self-service is impressively in-depth, plus your baked-in onboarding is first-rate. This well-oiled machine can practically run on its own, which may make you wonder … do you really need a SaaS customer success team?
Crafting a positive customer service agent experience
A vital and often overlooked part of good CX is your agent’s experience (AX). If agents aren’t empowered, or worse, they’re micromanaged, it can result in a negative customer experience. While metrics are important, making sure your agents can act human is vital.