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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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2024’s biggest CX moments & milestones
As we wrap up another fantastic year at Glance, we’re looking back on the moments, milestones, and memories that made our hearts skip a beat. From groundbreaking insights to powerful partnerships, here’s what we absolutely loved about 2024.
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Scoring the Customer Experience: NPS vs CSAT vs CES
Customer experience is a phrase that is frequently tossed around. According to the White House office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase. So it’s clear that it’s worthwhile to put in the effort to make customers are happy. But how do you know the customer experience programs you’ve implemented meet your goals?
Customer Service
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Customer Service
The Online Customer Service Landscape
The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.
Cobrowse
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Cobrowse
Customer Service
Customer Experience: Show Customers Love at Every Stage
Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. In business, that translates into providing a great customer experience.
Cobrowse
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Healthcare
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Healthcare
Cobrowse
SaaS
Financial Services
Top 10 Visual Engagement Use Cases You Need to Know
Visual engagement—the integrated experience of cobrowse, screen share, and agent video—is revolutionizing the online customer experience.
Customer Service
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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.
Cobrowse
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Cobrowse
Customer Service
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
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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.
Cobrowse
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Cobrowse
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.