Customer Experience News & Trends

Christian Schappel

Christian SchappelChristian’s work has been featured prominently in several Philadelphia-area newspapers, business publications and websites.
His career started at Journal Register Company where he quickly rose to Editor-in-Chief at the Oxford Tribune, a newspaper serving Southeastern Pennsylvania.
After joining Progressive Business Publications (the parent company of Catalyst Media and Customer Experience Insight), he moved into the niche information publishing market.
He has covered the marketing and sales fields for the past five years, serving as managing editor of The Internet & Marketing Report print newsletter, editor of SalesandServiceNews.com and contributing author for The Selling Advantage print newsletter.
Christian has written several white papers for upper-level marketing and sales executives, covering topics such as customer loyalty, email marketing, event marketing and landing page design.
He graduated from Millersville University of Pennsylvania with a B.A. in English.
Find Christian on Google+ and LinkedIn.


The 10 best stories of 2015

In case you missed any of them, we wanted to draw your attention to the best Customer Experience Insight stories of 2015 before the year is out. They’re worth sharing with anyone who deals directly with customers. 

The 5 best customer experience stories … ever

We present to you the five most popular stories ever published on Customer Experience Insight: 

3 common — yet poor — excuses for not showing price info

A lot of companies are hesitant to put price info on their websites for three common (and poor) reasons. Do any of these sound like you?

The big, hairy problem with Facebook: Something you need to know now

If you’re using Facebook to reach out to customers, there’s something new you’ve got to be prepared to face. 

Exciting email secrets from industry insider

We just sat down with Matt Highsmith, president/CEO of TailoredMail, an email marketing and automation software firm, about what’s working in email right now — and what trends will soon emerge. Our talk produced some juicy tips for emailers.

11 ingredients that bake up wicked-awesome customer communications

Have you ever baked a dessert only to taste it and immediately realize you forgot an essential ingredient? It can cast a pall over the entire meal. Well, the same can actually be said of your customer communications: One missing ingredient can spoil the party.

Stop using these Facebook posts now!

Facebook has once again changed the algorithm that determines what kind of company posts appear in users’ news feeds — and where they’ll appear. Companies will want to know these details.

Social media mistakes that make you look totally stupid

By now, most companies have adopted social media in some form or another. But many of them haven’t quite nailed down how NOT to look like idiots in “social” settings.

3 inexpensive events that build customer loyalty

When some companies think of hosting an event, all they see is dollar signs flying out the window. A word of caution: Don’t automatically assume that all impactful events have to be expensive.

Bad buzzwords, body language top our 10 best story list of 2013

What better way to ring in the New Year than by looking back at the 10 most popular Customer Experience Insight articles of 2013? The list starts with the worst buzzwords and body language to use around customers.