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 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. 

5 tips to build customer loyalty

Good salespeople and great service professionals are the key ingredients to customer loyalty. Here are five ways they can come together to build it. 

5 ways to encourage remote CX employees

Supporting customers is challenging work. Doing it from home adds another taxing layer. Here’s help to support and encourage remote employees. 

4 CX feedback improvements with big impact

When close to everything is in upheaval, you probably want to make the smallest changes with the biggest impact on an improved customer experience. Here’s the help you’re looking for. 

How to help your remote CX team excel

Whether your CX team is side-by-side and socially distanced or working remotely, you want them to do the best job possible for customers.    

Want to improve the customer experience? Act like a startup

Author Karen Lamb wrote, “A year from now, you will wish you had started today.” It’s a mindset the fastest-growing startups have taken toward the customer experience. And any organization that wants to improve the customer experience will want to take it up, too. 

Why customers don’t ask for help when they should

Remember that last disaster a customer brought to you? If only he’d asked for help sooner, you could’ve prevented it, right?! Here’s why customers don’t ask for help when they should – and how you can get them to speak up sooner. 

COVID aftermath: 6 shifts in customer expectations

We’ve all changed since COVID-19. And research has just nailed down how customer expectations shifted as a result of the coronavirus. Here’s what you need to know and do now. 

4 keys to consistent communication that keeps customers engaged

Customers get mixed messages – one from Sales, something different from Marketing and another from Service – and that interferes with a great experience. Here’s how to keep messages consistent and customers engaged. 

How customers have changed – and how you want to respond

The world recoiled from doing business in the midst of the coronavirus. Now you need to get back to business – and reengage your customers. Here’s expert advice on how to do it.