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+


9 things you should never say to angry customers

The right words can sooth an angry customer and settle a tense situation. The wrong words (these words) will fuel the fire and damage customer relationships. 

6 things driving your customers crazy

What drives customers crazy? 

Everything seem great? Your feedback could be lying to you

If your customer feedback is consistently positive, you might want to consider that a problem.

How to build soft skills and deliver the ultimate customer experience

People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.

5 things customers hate about talking to you

Despite the hype that doing business online is easier than ever, customers still call. They need personal help — and they often aren’t happy with it. 

Want to improve? Ask yourself these 9 questions

When it’s time to improve the customer experience, ask questions before you take action. This guide will help.

The 6 best ways to get bad customer experiences back on track

Something has gone wrong, and what was a perfectly good customer experience is spiraling toward bad. Can you get it back on track? Here’s help to rebound in almost any tough situation. 

6 rules for firing a customer

Most customers keep your business going. But a few are enemies to progress — and you’ll probably be better off without them. Here’s how to tactfully fire the worst customers.

4 things ‘lucky’ salespeople do right

If you know a lucky salesperson, we’ll let you in on a secret: He’s not as lucky as you think. He’s a better opportunist. 

45% of customers will pay more if you can do this

Can you provide this? Customers said they’ll pay more if you can.