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 ways to wow your customers

Do you go far enough to make the customer experience remarkable? These companies do.

Top competitive advantage: Your customer experience

Anything you do to improve the customer experience could be the most profitable step you take in the coming year, according to recent research. 

5 ways to boost morale, performance in a contact center

The best customer service comes from people who are excited to work and happy to help. Here’s how you can motivate the people who work with customers.

Top 11 customer service tips that will never fail you

As much as customer service has evolved, some of the most basic practices are still the most powerful.

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.

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?

3 keys to putting the personal touch back in customer service

Self-service just might be overrated. In fact, the late comedian George Carlin predicted the kind of experience it would lead to:

15 words customers hate to see and hear

Using the wrong words will ruin the experience anywhere along the customer journey.

4 ways to make one-on-one customer service as good as it can be

Could the best way to win over customers be the old-fashioned way? Here’s one company that proves personal, one-on-one customer service — not the high-tech, low-touch kind — is still the champ.

What millennials really want — and 5 ways to deliver

Millennials have incredible buying power — and you can win their business and loyalty through customer service. Here are five ways to build a customer experience that impresses them.