Guided CX Insights

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.

Although the value of good customer service is clear, not every company places customer service at the center of its business. In fact, according to a recent survey by SocialBakers, out of 37 countries whose question response rate was tracked on Twitter, the US ranks 33rd – nearly at the very bottom.

It’s time to stop looking at customer service as a position that touches the contact center alone. A true customer service oriented organization recognizes that all employees need to incorporate the customer viewpoint into their jobs.

This guest post is written by Al Hopper – marketing, customer service, and social media expert, named as one of the Top 100 Most Social Customer Service Pros on Twitter in 2013 in the Huffington Post and a Top 50 Contact Center Thought Leader in 2014 by ICMI.