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+


4 areas where customer service is falling short

Here’s where new research found many companies already fall short in the customer experience, and how you can escape the pitfalls: 

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.

Customers behaving badly? 5 steps to civility

Customers have high expectations for you. Should you have any expectations for them?

11 cool ways to reward your most deserving customers

Some customers are great because they’re good for business and morale. Working with them makes your employees happier. And that’s why you need cool ways to reward the most deserving customers. 

Why you need a customer appreciation strategy – and how to build a great one

Sure, you appreciate your customers. But do you have a strategy for showing that customer appreciation? Here’s why you need one – and five ways to get it going.

How to handle your 5 toughest customers

Even the toughest customers play an important role in your company’s success. Here’s what makes them good and bad, plus how you can navigate the love-hate relationship. 

Surveys are good, but this is better

Surveying is a must if you want to improve the customer experience. But this is an even better approach:

23 of the best things to say to an angry customer

An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do? 

Are you making one of these strategic customer service mistakes?

You can have the very best people and products, but if your service strategy is off the mark, the customer experience is bound to break down.

What to do in 5 awkward customer situations

Here are five of those awkward moments in the life of customer relationships — and what to do in each of them.