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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Top digital customer experience strategies for business success
A great online experience can make or break a business. As more customers interact with brands through websites, apps, and social media, having a strong digital customer experience (CX) strategy is essential. So, what exactly is digital customer experience, and how can you improve it to boost your business? Let’s break it down.
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Customer Service
How the pandemic has changed digital customer experience for good
The pandemic has been a driving force for change in the way we live, work, and interact with one another. Most customers have drastically changed their expectations, and brands must step up to meet the need or risk being left behind. In the post-pandemic landscape, companies must adapt their customer service, marketing, and digital experiences to meet the heightened demands of consumers.
Customer Service
What a Customer Effort Score Is All About
There’s no one ingredient to cultivating customer loyalty. But a lot of it comes down to a simple question: “How hard are you making them work for what they want?”
Customer Service
Empathy: the Heart of Digital CX
You don’t know much about the person visiting your website. With all of the hours we spend on market research — understanding customer needs and preferences and pain points — it’s easy to forget that. But inevitably, we only end up with a portrait of the people we want to engage with — and most of the time, that template rarely fits to the actual, unique individuals that are our customers. Why does this matter? Because that gap between customer persona and real person can be a big one. Companies that forget there’s a difference can end up selling to the persona and missing the biggest opportunity in digital: making the whole experience feel human. And succeeding there starts with empathy.
Customer Service
10 Ways to Exceed Expectations in Customer Service
Customers crave friendly, informed service. I know this, because I’ve worked the front lines in Glance Network’s customer service department. The relationship I have with our customers is of the highest importance to me, and we strive to provide excellent customer service that exceeds basic standards. That attitude is reflected in the rave reviews we’ve gotten from our customers in return.
Customer Service
Why Customer Centricity Delivers Great Customer Experiences
With everything going on over the last three years, you may have missed it—but the “digital customer experience” is now basically the entire customer experience. And that’s catching some companies off guard.
Glance and Guided Experiences: at the leading edge of CX transformation
Noted industry analyst Phil Edholm, president of PKE Consulting, shares his thoughts on the presentations and discussions that took place during the recent Glance Analyst Conference. In his blog, Edholm offers his assessment of the traction Guided CX solutions are gaining in the market, his impressions of a customer presentation, and his perspective on why Glance stands out from other providers.