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+


Researchers say you purposely make customer service bad!

Hold on tight, customer experience professionals: New research says you purposely give bad customer service. And it may be right! 

9 skills customer service pros need to sell

Your service professionals – who probably have more contact with existing customers than salespeople – are in the perfect position to help boost revenue. Here’s why, plus how to prepare them to do it. 

How Marketing and Service can improve the customer experience

Marketing and Service work at opposite ends of the most hands-on part of the customer experience: the sale. If the two worked together more consistently, they could take customer satisfaction to a higher level. 

AI is changing the customer experience: What you need to know

Customers expect a genuine experience. So what will Artificial Intelligence (AI) do to genuine customer experiences? 

How 7 best-in-class companies win customer loyalty

Customer loyalty is the ticket to business success – and these seven companies have mastered the art of building loyalty. 

6 fun rules to make the customer experience better

Working with customers can be a blessing and a curse. Most days, you’re blessed with good people and situations. Other days might be different. 

Stupid rules that kill the customer experience – and how to get rid of them

There’s a hidden danger inside your company walls – and it’s killing the customer experience. 

Best ways to keep your customers loyal

Customers will dump you for a better deal – but only if you aren’t making an effort to keep them loyal. 

4 problems with loyalty plans – and how to make yours better

Customers probably flock to your loyalty program, then scatter when it comes time to use it. Here’s why customers don’t participate enough – and how to make yours more effective. 

4 ways to improve how you listen to (and help) customers

Listen better, help better. It seems easy, yet listening – truly listening – can be difficult. Here’s help to listen well and make the customer experience better.