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+


What really good service looks like (in the wake of really bad service)

United Airlines just gave the world a view of what really bad customer service looks (and can literally feel) like. Here’s what people who care about the customer experience can learn from the airline’s service disaster.

The 11 best things to say to customers

Here’s the good news: For everything that can go wrong in a customer conversation, a whole lot more can go right.

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

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

6 ways to surprise and delight customers

While customers appreciate a professional and personal experience, they remember ones that make them feel good. 

6 proven ways to use customer feedback to improve service and sales

If you see a pattern of customer complaints, don’t just think about fixing the problem. Use the issue to improve service and, possibly, sales. Here’s how one company did it.

How a customer service culture is born and survives

Most companies say they have great service. Fewer have created an actual customer service culture that thrives. Have you?

The one thing customers care more about than their problems

When customers have a problem, you’d think that would be the main thing they cared about. But new research suggests one thing is more important.

3 ways to handle a customer who’s looking for a fight

Some customers – by nature or circumstance – want to pick a fight. Are you ready?

Customer service stories that will warm your heart

Extraordinary deeds done in otherwise ordinary situations. Random acts of kindness. Great efforts by people “just doing their jobs.” Here are stories of heartwarming customer service.

13 award-winning ways to ‘wow’ customers

You can find ways to “wow” customers from time to time. Or you could make ways to “wow” them almost every day.