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+


Customer Service Week alert! Time to plan, celebrate

Ready for National Customer Service Week? It’s almost here, and we have ideas you can use right now.

How to get more customer feedback

Can you do a good job if you only have a third of the information you need to get the job done? Probably not – yet that’s what most companies do every day. 

Want happier customers? Make employees happier first

If you want your customers to be happier, stop trying to make them happy – and start doing more to make employees happy. Researchers say that’s the key to customer bliss. 

Why you need customer advocates – and how to make advocacy work

Advocates love your company and what you do. They’re your cheerleaders, and they’re probably ready to tell others about it. You just might need to help them get the word out. With an advocacy plan, you can boost loyalty of current customers and gain new customers with less effort than if you launched a new […] [MORE]

Surprise! Here’s how customers want to communicate with you

Customers want to talk to you. Are you ready to have conversations where they want to have them? 

4 email best practices to boost sales

Email is the easiest way to stay in touch with customers. And if done right, it’s a valuable tool for selling more to customers. 

5 ways to improve B2B customer relationships

Some companies squander the opportunities to build better B2B customer relationships. Here’s where they go wrong, plus five steps to enrich yours. 

5 communication blunders with customers

A customer goes quiet – and you wonder, Was it something I said? There’s a chance you committed a communication blunder – and don’t even know it or how to rebound from it. Here’s help. 

5 tactics to improve customer service

Great customer service doesn’t have to come at great expense. In fact, it can be as simple (and inexpensive) as a six-pack of beer. 

Top 3 things customers hate about service

If you want to improve the customer experience, focus on the three things customers say frustrate them most.