Guided CX Insights

This guest post is written by Jeremy Watkin, Head of Quality at GoFCR.com and co-founder of CommunicateBetterBlog.com.

A company’s brand is a promise. Behind that promise are the people who are working to deliver on it every day through personal relationships with customers.

I am, of course, a big fan of the Glance blog when it comes to customer service advice. But far be it from me to think that we are the only ones out there.

As more business moves to the online world, it becomes challenging to differentiate yourself from others. One critical way to do so is by making it clear that you are a customer service oriented organization. After all, 58% of online customers will spend more on companies that provide excellent customer service.

This guest post was written by David Lowy, Vice President Product Management at Moxie, which provides solutions for companies to anticipate intent, connect in real-time and engage with customers to increase total customer value.

According to Gartner, by 2016, 89% of companies expect to compete mostly on the basis of customer experience. That means that if you aren’t already investing in the tools you need to produce an excellent customer experience, you are rapidly falling behind.

This guest post is written by Ben Motteram, customer service expert and Founder and Principal, CXpert.

Customer experience in the omnichannel world is a challenge. In fact, for 67% of businesses, improving customer service is one of the top priorities.

The phone still rules when it comes to complex customer service questions and problems. In fact, 46% of customers prefer to get support on complicated issues via phone.