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 problems with loyalty plans – and how to make yours better

Customers probably flock to your loyalty program, then scatter when it comes time to use it. Here’s why customers don’t participate enough – and how to make yours more effective. 

4 ways to improve how you listen to (and help) customers

Listen better, help better. It seems easy, yet listening – truly listening – can be difficult. Here’s help to listen well and make the customer experience better. 

7 phrases customers love to hear

In the customer experience, too much kindness is never enough. 

Why – and when – personal touch matters most in the customer experience

If you want to make the customer experience better – and more profitable – talk to your customers. 

4 things you must change about the customer experience to increase loyalty

You help lots of people buy your products. But if you want to increase customer loyalty this year, you’re better off helping people use your products. 

The 6 most annoying customers – and how to tame each

Some customers are tougher than others – and here are six of the toughest. 

Top 10 stories of 2018 (that will make today’s customer experience better)

If you want to make the 2019 customer experience better, look to 2018. The year was packed with ideas and techniques that will help you improve now. 

3 ways to help customers help each other

You’re in the business of helping customers. But sometimes, the best thing to do for your customers is to help them help each other. 

What will the 2019 customer experience look like? 11 predictions

Customers are fickle, and you can only wonder what they’ll want or do next. But this might help you stay ahead of their needs and on top of the experience: 11 expert predictions on customer service for 2019.

How to write email that customers actually want to read

Do customers read your email? Odds are they don’t, according to research. But here are ways to increase your odds.