According to Forrester Research, 77% of customers say valuing their time is the single most important thing a company can do to deliver good service.
Why does that matter? Because 95% of dissatisfied customers tell others about their bad experience (Zendesk). And in today’s connected world, that story isn’t just told at dinner — it’s tweeted, reviewed, and shared publicly. When a service failure happens, assume it will be documented online.
And senior leaders know the truth: excellent customer service is no longer optional — it’s expected. The problem is, “customer experience” is a broad, often vague concept. To drive measurable improvement, you need to focus on what matters most.
At Glympse, we believe it starts with one thing: the customer journey.
Why the Service Journey Matters Most
McKinsey research shows that maximizing satisfaction with customer journeys can:
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Boost customer satisfaction by 20%
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Increase revenue by up to 15%
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Lower the cost to serve by as much as 20%
That’s not just good CX — that’s good business.
But one part of the journey often gets overlooked: the last mile of service or delivery. This is the moment that makes or breaks the customer’s perception of your brand. And it’s where Glympse steps in.
Two Principles to Redesign the Service Experience
If valuing time is the priority, these two principles are essential:
1. Empower Customers to Own the Experience
Things go wrong — even in well-designed service journeys. The difference is how you respond. Brands that win don’t hide those moments — they give customers visibility and tools to adapt on their own terms.
This matters most during in-person fulfillment — when a technician or delivery driver is headed to someone’s home, business, or location. Real-time tracking, proactive alerts, and a branded live map let customers see what’s happening without relying on a call center or sitting in the dark.
2. Respect Their Time with Smart, Focused Communication
Customers don’t want 12 updates. They want one accurate update at the right time.
Glympse helps businesses strike that balance — providing just enough information for customers to plan their day without overwhelming them. We deliver live ETAs, status changes, and two-way feedback, all branded to your company and easily accessible — no app download required.
Field Service, Redesigned
Industries like cable, telecom, home services, and retail are already embracing this approach. They’re modernizing their service journeys with location intelligence, automated notifications, and data-driven feedback loops — all powered by Glympse.
Ready to Show Customers You Value Their Time?
Whether you’re in logistics, field service, healthcare, or home delivery, Glympse helps you redesign your customer journey to reduce friction, increase satisfaction, and earn long-term loyalty.
Let’s talk: sales@glympse.com
