Customer Experience News & Trends

Michele McGovern

Michele McGovernMichele's a journalist with decades of experience working for local and national newspapers, business publications and websites.
Her career started at The Kane Republican where she quickly rose to Editor-in-Chief, then moved onto other Pennsylvania newspapers. She covered crime for a news wire that served Southern California and wrote frequently for business journals and newspapers in San Diego.
After joining Progressive Business Publications (the parent company of PBP Media and Customer Experience Insight), she moved into the niche information publishing market.
She has covered the customer service and sales fields for the past 15 years, serving as Managing Editor of the What's Working in Sales Management print newsletter, Editor-in-Chief of The Customer Service Advantage print newsletter, Contributing Editor to The Marketing Report print newsletter and Editor of SalesandServiceNews.com.
Michele has written many white papers for upper-level marketing and sales executives, covering topics such as customer loyalty, sales, customer service skills, morale and employee motivation.
She graduated from Clarion University of Pennsylvania with a B.A. in Communications.
Connect with Michele on Google+


4 things customers hate about service – and how you can be better

You work hard to deliver great customer experiences. Yet, most customers say service is getting worse. Here’s what they hate most – and how you can do better. 

Get chat right: 7 steps to better ‘conversations’

Chat used to be for bigger companies with bigger budgets and staff. Not anymore. Nearly every customer service team can – and should – offer chat. After all, it’s what customers want. 

How to put service at the heart of your business

Customer service makes a difference. So much so, that most leaders believe the customer experience will make or break the business. 

5 fun ways to celebrate National Customer Service Week

It’s time to appreciate the customer experience. 

The state of service: What leaders do to fix inconsistencies

Sometimes front-line customer service pros are overwhelmed. Sometimes they’re under-whelmed. And that can make for an inconsistent customer experience, according to leaders in a recent study. 

11 things you don’t say to customers

Use the wrong words once with customers, and you may not have the chance to help them again.

7 cool tips for social media customer service

If most of your customers were in one place, you’d probably be there, too – just to make sure they’re being helped and are happy. Two-thirds are actually in one place. It’s social media, and here’s how you can take care of them. 

9 ways to get more (and better) customer feedback

You’d think with all the tools we have to gather and receive customer feedback we’d get lots of it. But most companies don’t.

6 ways service pros can help customers buy smarter

Customers can get more information than ever on their own about you and your products. But that doesn’t mean they don’t want personal help. 

4 ways to wow your customers

Do you go far enough to make the customer experience remarkable? These companies do.