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.


5 ways to show customers thankfulness

Whether 2020 hurt or helped you, customers are the linchpin that kept businesses running. So this could be the most important year ever to thank them. 

Avoid 4 mistakes that cost you customers

5 ways video can improve the customer experience

Even the camera-shy can use video to make the customer experience better. Here’s why you want to add more video to the experience – and five tips to maximize the efforts. 

5 tips to help remote staff deliver great customer experiences

If your CX employees are stressed and burned out from working through COVID-19, can you imagine the kind of customer experience they provide some days? 

Back to school: How colleges are improving the customer experience

You work hard to create great customer experiences. And now colleges are working to help you make them even better. Here’s how, why and what you can do to maximize the effort. 

4 powerful phrases for difficult conversation

You won’t always have the right words for customers. But if you have a few “power phrases” ready for potentially difficult conversations, you’ll likely hit a right chord and create a good customer experience. 

6 ways to reconnect with customers

Many customers are out of the habit of doing business. They haven’t interacted with companies – and their employees – for some time. Now it’s time to reconnect. 

3 ways to create better content for customers

Customers can’t enjoy your experience until they decide to engage with your company. Great content will get them engaged.

Time to rock National Customer Service Week

Whether your customer experience professionals work on-site or remotely, it’s the time of year to celebrate them, your customers and all the great experiences. It’s almost National Customer Service Week – and we have plans for you. 

How to give a good response to a bad customer review

You got a bad review. Whether it was a fair assessment of the customer’s experience or not, you need to make a good response. Here’s how.