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+


7 deadly customer service sins

Customers only need one reason to get upset and walk away. Unfortunately, businesses provide them with a lot of these reasons.  They’re often called the “7 Sins of Service,” and many companies unknowingly let them happen.

5 things that will make you, and your company, memorable

Vacations, a game-winning home run, a romantic movie — those are what memories are made of this time of year. Customer service? Not so much — unless you follow this template.

17 of the nicest things you can say to customers

Good things happen when you give customers an outstanding experience. Just to name a few …

5 of the most difficult customers — and how to help them

Dealing with difficult customers is one thing. Actually helping them is the ideal thing. Here’s how to make it happen with five of the most difficult customers you’ll come across. 

Customers don’t want to repeat themselves: 4 ways to improve your staff’s listening skills

Customers want to tell you what they need. But they don’t want to tell you twice.

4 bad habits Customer Service needs to kick

Most customer service operations are plagued by at least one bad habit that customers hate. Do you commit any of the following?

When customers want self-service — and when they don’t

If you’ve been pushing customers to self-service for most things — even if they seem to want it — you might want to reconsider that strategy.

What a happy customer means to the bottom line [Infographic]

If you don’t have enough reasons to make customers happy, here’s one you can put at the top of your list: 

Pick your customer service style: There are 9 to choose from

Nearly every company wants to provide the best service. But many miss the mark because they skip an important step in the experience: defining their service style and committing to being the best at it.

What to do when a customer hits on you

Customers building rapport with you is one thing. But outright flirting — or worse, sexual harassment — is another. Here’s what to do when customers go too far.