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+


The 1 factor that will boost customer satisfaction most

If you want to improve the customer experience – and you have limited resources to do so – here’s the one factor that will make the biggest impact …

If you’re part of the customer experience, you’re stressed

The people helping customers are frazzled — and it could have a negative effect on the customer experience. Here’s how to curb the stress and improve the experience.

What’s next in the customer experience? Just look to Amazon

If you wonder what customers will want next, look to Amazon. The online giant transformed the customer experience for nearly all industries — and here’s what you can learn from what Amazon has done and will do.

Better customer feedback starts with this …

If you care about the customer experience, you probably love customer feedback. That’s great, but there’s an even better way to get the full view of what your customers want and need.

8 things you should be saying to customers

Got a message for your customers? Say it like this.

4 ways to master the ‘art’ of customer care

Customer care is both art and science. You probably have the science under control with policies and processes. But have you mastered the art?

Surprise: This is biggest influence on customers’ decisions to buy

Ever order a sandwich because your friend or spouse did, and it just sounded good? That simple act could be the best lesson you’ve ever had in why customers buy — and how you can get them to buy more.

6 costly blunders when communicating with customers

There’s one problem at the root of most customer issues: miscommunication. Eliminate many of the missteps in communication, and you can improve customer experiences.

3 powerful ways to build B2B customer loyalty

You care about the customer experience and want to build loyalty, so you have a solid handle on their needs, right?

Twitter and the customer experience: 7 best practices

Would anyone have guessed 10 years ago that a customer experience could be whittled down to 140 characters? Yet today, Twitter can be a powerful tool in creating bold customer relationships.