Customer Service Best Practices, Reports and Resources

Learning is lifelong.

Customer service is kind of our thing. And we like to share what we, and our friends, have learned. Discover useful tools and stay up-to-date on industry trends and news.

Featured Content

Handbook

The Essential Handbook: Writing the Modern Customer Service RFP

Evaluating new customer service platforms? It all starts with writing an RFP. After reading countless RFPs, we built a handy Handbook and Toolkit to help you leverage our learnings and write an RFP for the modern contact center.

Case Study

JetBlue Case Study

JetBlue has always been on the forefront of creative innovation in the airline business, from ensuring ample legroom for passengers, to giving out full-sized Coke cans. See why how they're working with Gladly to help put the customer back at the center of their service, and stay ahead of the competition.

Report

2018 Customer Service Expectations Report

We interviewed 900 consumers on what they love -- and don't love about today's customer service. Shep Hyken's also gives top tips to transforming your customers into your biggest cheerleaders. Discover trends and insights into exceeding consumer expectations.

eBook

Nine Creative Ways Luxury Brands Create Amazing Customer Experiences

In this eBook, Blake Morgan, Customer Experience Futurist, takes a deep dive into companies excelling at customer experience on all channels - online, in-person and on social media.

eBook

How to Build a Customer Service Dream Team

Learn from 3 top experts in customer service on the secret ingredient to stellar customer service - the right team.

Survey

2017 Customer Service Expectations Survey

Trends and insights from surveying 1000 consumers on customer service.

eGuide

How to Exceed Expectations of the Modern Consumer

5 customer service experts share advice for personalizing the experience, featuring Shep Hyken, Dan Gingiss, Jenny Dempsey and more.

Webinar

6 Ways to Turn Customer Service into a Revenue Machine Webinar

Jay Baer, NY-Times best selling author and Mike McCarron, VP of Customer Success, Gladly discuss easy ways to turn your customer service operation into a revenue machine.

eBook

6 Ways to Turn Customer Service into a Revenue Machine eBook

Jay Baer, customer service expert, shares his insight into using customer service to turn customer transactions into positive, memorable interactions.