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
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+

21 of the craziest customer service requests ever

Anyone who’s had a hand in the customer experience has heard an odd customer question or request – and managed to keep a straight face, answering it as professionally as possible. Well, you don’t have to keep a straight face when you read these off-kilter requests and questions. 

3 things you should do with customer feedback

Companies get customer feedback whether they want it or not. Now, since you have the feedback, you might as well do something useful with it.

Top reasons customers opt out – and how you can keep them interested

Customers’ patience with your communication has its limits. Here’s what takes them to the breaking point — that is the point at which they want to opt out and/or end the relationship.

Be prepared: Customers want to talk

Despite all the communication options, customers still want to talk to you. Are you as prepared as they expect?

5 of the worst customer service stories — and lessons you gain from them

There’s one good thing about acts of bad customer service: People who care about the customer experience (like you!) can learn valuable lessons on how to be better from them.

Why customer engagement matters — and how to make it better in 2017

What impresses customers more than anything? More than 90% of customers agree that it’s …

16 phrases that make a great impression on customers

You may only be able to make a first impression once, but every time you talk to customers you have the opportunity to make an even better impression. Here’s how.

How to bridge the gap between what customers expect and what you deliver

You think you have the customer experience nailed, then BAM! Customers complain that you missed the mark by a mile. Why?

The experience millennials want from you (Infographic)

Millennials will soon be the biggest buyers of everything under the sun. Whether you’re a B2C or B2B, here’s what you need to know about the experience they want. 

Top 3 reasons customer experience programs fail – and how to avoid them

Creating an experience that customers love is a worthy goal, but it can end up buried in metrics, data and analysis. The following are the top three reasons customer experience programs fail, and how you can avoid them.