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+


Customers behaving badly: How to handle 4 tough situations

As hard as you work to make experiences great, some customers work harder to make them awful. Here are four real-life situations when customers behaved badly – plus effective tactics to handle them.

Customer satisfaction at a standstill: Ways to give it a boost (infographic)

Customers love self-service — until they don’t. So when they need more serious help, and contact your people, their expectations rise. Are those new expectations being met? 

Where have all the customers gone? Why loyalty stinks now

Customers fall in and out of love with companies almost as fast as teenage girls do. This is why loyalty is on the fritz.

5 customer satisfaction myths – busted

Customer satisfaction is up so things must be good, right? Not necessarily.

5 steps to win love for (and responses to) your surveys

Customers don’t give feedback at the pace you’d like because surveys aren’t as easy as you think they are. It’s time to change that.

B2B relationships lack trust, loyalty: 3 ways to rebuild now

Many B2B customer relationships are at risk. Trust is low. Loyalty is waning. Fortunately, you can still win it.

3 must-haves for every customer experience

New initiatives, streamlined processes and rewards programs won’t impress customers if these smaller details aren’t on the mark. 

Rage is on the rise: What should customer service pros do about it?

Rage is a rising occupational hazard for customer service professionals, according to new research. Here’s what they can do about it.

The top 8 reasons customers may not like you

Customers want to like you. After all, they chose to do business with you. But you might be doing some of these things they despise.

3 ways to increase buying and revenue

“It is less expensive to keep the customers you have than to try to go out and win new customers,” said Bill Gessert, president of the International Customer Service Association.