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 small-town daily newspapers, moved through large city wire services and business journals and landed in the business information publishing market.
She has covered the customer service and sales fields for more than 20 years, writing everything from white papers for upper-level executives to daily online posts for practitioners.
She graduated with a B.A. in Communications from Clarion University of Pennsylvania and often wishes this bio didn't reveal how very long she's been doing this.


How to respond to customer comments – no matter what they say!

Customers have a lot to say – some good, some bad and some ugly. Are you prepared to respond? 

4 reasons customers leave – and how to keep them with you

What’s worse than losing customers? Not knowing why they left. 

5 ways to continually develop customer loyalty

In the war for customer loyalty, you can only win one battle at a time – and never claim victory. Customer loyalty demands constant development. 

6 ways the Super Bowl will change every customer experience

Heads up, customer experience professionals: The Super Bowl is more than a Sunday football game. It’s a guide to improving your customer experience. 

7 ways sales, service and the experience can boost customer loyalty

Sales, service and customer experience professionals can build customer loyalty by constantly focusing on one critical factor: customer needs. Here’s how.

11 things you should never say to customers

The wrong words can derail a customer experience in a flash. To avoid the crash, here are 11 things you should never say to customers. 

Top 5 factors to gain customer loyalty (infographic)

If you want to improve customer loyalty, here are the five areas where you need to focus. 

How to rebound from a service mistake – and keep customers loyal

You messed up, and customer loyalty is on the line … until a service pro swoops in to save the day. Here’s how to rebound from a service mistake like a superhero. 

Top 10 customer experience stories of 2019

Gear up for the 2020 customer experience by seeing what worked best in 2019. 

4 ways to crank up customer engagement

The first customer experience is a lot like a first date. You got them interested enough to say yes. But your work isn’t done. You’ll need to do more to keep them engaged – and agreeable to more dates! For the customer experience, here are four ways to crank up engagement.