Guided CX Insights

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

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

Customers are still human beings. Sometimes, in this data-saturated world, it’s easy for companies to forget that obvious fact—especially with how quickly customer demands are evolving. But customers don’t forget it. And they expect companies to remember. Organizations that deliver a personalized, humanized customer experience, both online and off, are the ones that thrive.

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.

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.