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+


Are you ready for what customers want next?

Since the days soda machines and salad bars were invented, self-service has been embraced. But your customers want more than to help themselves all the time. Are you ready for what else they expect?

7 small gestures that make big customer impressions

When it comes to creating great customer experiences, a little can go a long way.

Hire people customers will love: 4 proven tactics

Good customers like your products and services. Better customers like your company. But the best, most loyal customers love your people. Do you hire people your customers will love?

Are you offering too much customer service? Best way to find out

Most companies feel compelled to be everywhere and everything when it comes to customer service. But there’s a breaking point at which too much service turns bad. 

The danger in the complaints you aren’t hearing

Customer complaints can help you remedy recurring problems, rebound to build loyalty and improve the overall experience. Unfortunately, you likely miss a lot of those complaints. 

9 words customers want you to say more often

When it comes to wowing customers, it’s the little things that make a big difference. Sometimes, it can be as little as this three-letter word … 

5 intelligent ways to handle irate customers

Irate customers can trigger some angst in the people trying to help them. When those volatile situations come your way, here are five clever strategies for handling them.

4 customer service sins that kill loyalty

Customer loyalty is easy to gain these days. But customers are fickle. So it’s even easier to lose. Commit one of these sins, and you’ll lose it fast.

The problems with personalization – and how to avoid them

Personalization is the talk of the town in the customer experience industry. But it has its limits and drawbacks, new research shows. 

80% of customers want you to do this

About 80% of your customers are waiting for you to do something. Yet, many companies are falling short in this area.