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You Don't Need a Crystal Ball! How to Anticipate Customer Needs

By Erica Marois | Date Published: October 31, 2018 - Last Updated September 08, 2020 | Comments

A few years ago, this question was posted on Quora: What does excellent customer service mean to you? (You can read the full thread here.)

One of the responses? Great customer service anticipates customer needs.

How can the contact center do a better job of providing anticipatory service? We asked #ICMIchat participants to share their thoughts. Here are a few answers.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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