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+


Should your marketing message be clear or clever?

When you want customers to remember your message, should you be clever?

How online reviews affect the bottom line

Online reviews are more than a pat on the back or a testament to your customer experience. They can have a serious impact on the bottom line, new research found.

5 building blocks of great customer experiences in 2017

The most outstanding customer experiences aren’t built on technology. They’re rooted in a practical vision, focused leadership and empowered employees. Here’s how to set the right course for your customer experience in 2017.

6 cues customers give when they want something more

Customers give clues every day as to what will make them raving fans. Are you listening closely enough?

How to manage your customer reviews

Good or bad customer reviews, you have to do more than wait for them. You have to manage them — and here are six best practices for doing that.

Our 10 best customer experience-improving lists of 2016

While you count down the days to a new year, you can count on these top 10 lists from Customer Experience Insight to help make sales and service better in 2017. They’re chock full of tips worth sharing with anyone who has a hand in the customer experience.

What customers really think about self-service

You offer self-service because that’s what companies do these days. But is it what customers really want?

Is your customer experience memorable enough?

Customers remember only about a third of their experiences with companies. But those few memories have a huge impact on what they think of you.

How customer loyalty programs can backfire

The best loyalty programs successfully keep customers coming back. But new research finds that many programs do the exact opposite: They turn customers away.

5 ways to deliver unique customer experiences

One of the best ways to connect with customers is to give them one-of-a-kind experiences. Here are five examples of unique service — and how you can follow in their footsteps.