All the latest from Gladly

August 20, 2019

[Infographic] ‘Channel’-ing Your Customers Expectations

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A look at the channels your customers are on, how long they’ll wait for service on each, and their expectations when it comes to their experience between them.   “Does anyone use the phone to make phone calls anymore?”  According to our 2019 Customer Expectations Report, the answer to that is a resounding yes, with […]

July 26, 2019

Making a Lasting Impression In a Single Moment

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Image of TUMI's Charlie Cole and Joseph Ansanelli

Highlights from the Future Commerce podcast feat. TUMI’s Charlie Cole and our own Joseph Ansanelli   Q.  What do you get when you put two CX thought leaders,Charlie Cole (Global Chief eCommerce Officer, TUMI) and Joseph Ansanelli (CEO and Co-Founder, Gladly) in a room with two leading Retail strategy podcasters? A.  A ton of great […]

July 25, 2019

Say Hello To Customer-Centered [Self-] Service

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Featured Image Woman On Phone

Sometimes people feel like talking, and sometimes they don’t Companies experience the same thing with their customers. Sometimes their customers want help from a human, and sometimes they just want to be able to find the answers they need on their own. But whether they talk to someone or not, all customers want an experience […]

July 25, 2019

Expectations Around Personalization And Speed Are Increasing

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This and more key consumer insights from the 2019 Customer Expectations Report Gladly’s Customer Expectations Report returns this year with brand new insights into consumer behavior in the US, and how they’ve evolved over the past three years.  From how long customers will wait for service (by channel), to the companies winning the hearts and […]

July 19, 2019

Driving the Future of Service With Our Customers

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Image of Gladly's Forum participants at the race track

A roundup of key highlights from our latest Customer Forum At Gladly, our customers are our lifeblood. In fact, twice a year we bring our inspiring customers together in what we call our Customer Forum —a closed-door session where they’re encouraged to exchange ideas and thoughts on the state of customer service, as well as […]

July 18, 2019

Building A Home For Your Customer

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Building a home for your customers

Making customers feel at ‘home’ with your service is key to unlocking long-term customer loyalty   (This post was written by best-selling author, and customer service and experience consultant, Micah Solomon. Read more from Micah on his customer experience-focused Forbes column.)   Whether your business exists in a physical space or not, the concept of […]

July 9, 2019

Make Fast, Personalized Support Your New Normal With Gladly

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Build the ultimate system of reference for your customer service agents with Gladly’s Integrations   You walk into your local coffee shop. Your barista, Autumn, immediately greets you by name. And since she already knows your ‘usual’, she gets right onto making your half-caf soy latte with a splash of chai. As she’s making your […]

March 26, 2019

Conversations in Retail: 4 Customer Experience Trends Heard Over and Again

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Image of Shoptalk 2019 stage

Having been to Shoptalk for the past 3 years, it’s been amazing to have had a first-hand view of how the retail scene has transformed. 2017 represented an inflection point for the retail industry as they began to embrace new technology and thinking about consumer expectations, and going beyond traditional brick-and-mortar paradigms. This year, we’ve […]

March 15, 2019

Bringing On-Demand to Enterprise

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Think back to the last time you called a cab. Or ordered delivery from your favorite Mexican joint in the Mission. More likely than not, you did it through an app. Whether it’s scheduling a pickup over Uber, or satisfying your midnight burrito craving via DoorDash, that behavior is reflective of how consumers today want […]

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