customer-service
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
The broken feedback loop that creates CX blindspots (and how to close it)
Here’s a tough question: what do your prospects and customers really think about your customer experience (CX)? What does it actually feel like to engage with your business?
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Customer Service
Grow Customer Satisfaction by Practicing Respect in Customer Service
If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.
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Customer Service
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
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.
Customer Service
10 Stunning Customer Experience Facts
Wondering if investing in creating a great customer experience is worth it? I can tell you from a personal point of view that I’m more likely to purchase from a company that offers me a fantastic customer experience. In fact, I’d go so far as to say I’d pay more for something if I knew it was going to be an above average experience, and I’d both bring repeat business and recommend the company to my friends.
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.