Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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Scoring the Customer Experience: NPS vs CSAT vs CES

Customer experience is a phrase that is frequently tossed around. According to the White House office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase. So it’s clear that it’s worthwhile to put in the effort to make customers are happy. But how do you know the customer experience programs you’ve implemented meet your goals?

Customer Service

The Online Customer Service Landscape

The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.


Customer Experience: Show Customers Love at Every Stage

Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. In business, that translates into providing a great customer experience.


The Shocking ROI of Improving SaaS Customer Service

Vastly shorter call handling time. Hugely improved performance around first call resolution. Radically fewer support calls. All from improvement in SaaS customer service.


Top 10 Visual Engagement Use Cases You Need to Know

Visual engagement—the integrated experience of cobrowse, screen share, and agent video—is revolutionizing the online customer experience.

Customer Service

When it Comes to Customer Service, the Customer is Not Always Right

Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.


Grow Customer Satisfaction by Practicing Respect

If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.

Customer Service

Customer Experience Lessons from Buddy the Elf

Wouldn’t it be great if all customers were like Buddy, the naive character played by Will Ferrell in the popular holiday movie “Elf“? All customer experiences would be completely perfect, as demonstrated in this scene where Buddy stumbles on “The World’s Best Coffee.” Even though the coffee being offered in the clip is clearly sub-par, the sign next to it says it’s the “World’s Best”, so Buddy thinks it must be. It’s a customer service agent’s dream.


10 Ways to Use Customer Service to Say Thanks to Your Customers

There are many reasons for businesses to be thankful to their customers during Thanksgiving, over the holiday season, and throughout the year. Being grateful to your customers should be a central point in your customer service training.