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 small-town daily newspapers, moved through large city wire services and business journals and landed in the business information publishing market.
She has covered the customer service and sales fields for more than 20 years, writing everything from white papers for upper-level executives to daily online posts for practitioners.
She graduated with a B.A. in Communications from Clarion University of Pennsylvania and often wishes this bio didn't reveal how very long she's been doing this.


How to help customers in a crisis

In a crisis, customers are on edge more than ever. It’s even harder to keep them satisfied. But these tips will help. 

How self-service fails customers – and 4 ways yours can deliver success

Most customers use self-service. But most of the time self-service fails them. Here’s why – and how your customer experience can be better. 

5 ways to gain life-long customers

Legendary customer service expert John Tschohl shares his five most important rules on building relationships and retaining customers. 

Show your warts! Customers buy more, stay loyal when they know the downside

Go ahead, take the warts-and-all approach to winning and keeping customers. Researchers say it’s the better way. 

Is it time to rethink your personalization strategy?

Are you personalizing the customer experience more than ever? It might be time to rethink your strategy. Here’s why. 

How to respond to customer comments – no matter what they say!

Customers have a lot to say – some good, some bad and some ugly. Are you prepared to respond? 

4 reasons customers leave – and how to keep them with you

What’s worse than losing customers? Not knowing why they left. 

5 ways to continually develop customer loyalty

In the war for customer loyalty, you can only win one battle at a time – and never claim victory. Customer loyalty demands constant development. 

6 ways the Super Bowl will change every customer experience

Heads up, customer experience professionals: The Super Bowl is more than a Sunday football game. It’s a guide to improving your customer experience. 

7 ways sales, service and the experience can boost customer loyalty

Sales, service and customer experience professionals can build customer loyalty by constantly focusing on one critical factor: customer needs. Here’s how.