Guided CX Insights

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

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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.

Customer Service

10 Hard-Hitting Stats on the Importance of the Customer Experience

Incredible customer experiences don’t exactly happen by accident.

Customer Service

Ten Quotes to Inspire You to Amp Up Customer Experience

As Tom Martin, Glance CEO, said in his epic blog post, we are migrating from customer service to customer care.

Customer Service

Customer Care: Get Pissed Off!

Change is hard. This is no less true in customer care than it is in any other aspect of life.

Customer Service

Top three ways companies are changing to meet customers’ requirements

Customers are still human beings. Sometimes, in this day and age of mountains of data, it’s easy for companies to lose track of that seemingly obvious fact.

Customer Service

Are your customer service agents better than my smartphone?

Part of my job is to research customer service, online commerce, and the ongoing technology investment required for retailers to make the jump from offline to online. You see it everywhere from customer service agents to the customers themselves – we’re truly on the verge of amazing change.