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+


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. 

Improve the customer experience to increase profits

Improve your customer experience and you can improve the bottom line. 

Customer loyalty depends on the answers to these 6 questions

Customers have infinite options, so why should they continue to choose you?

Why customers leave – and how you can prevent churn (infographic)

Customer loyalty is almost always at risk – possibly more than you ever imagined. 

The best – and worst – words to use with customers

Don’t say another word to customers until you read this: Researchers have found the best – and worst – language to use with customers. 

You have self-service, but do customers know how to help themselves?

Self-service is a powerful customer service tool – but it’s worthless if customers don’t know how to help themselves. So can your customers maximize your self-service tools? 

Stop working so hard to gain customer loyalty: Average efforts are enough

Good news: Good service is good enough. 

Why you get so many repeat calls – and how to hit more ‘one and done’

Why do so many customers contact you a second, third, fourth or more times? New research uncovered what’s behind the repeats and how you can curb them. 

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.