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.


6 steps to set (and meet) better customer experience goals

Everyone wants to improve the customer experience, but many don’t know where to start. This guide will help. 

Customer Service Week alert! It’s always a good time to plan

National Customer Service Week happens every year, and we have ideas you can use to get ready.

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.