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 customers have changed – and how you want to respond

The world recoiled from doing business in the midst of the coronavirus. Now you need to get back to business – and reengage your customers. Here’s expert advice on how to do it. 

How to build your new normal customer experience

Everything is different in the post-COVID-19 world. Your customer experience will have to be, too.  

4 ways to make your CX team a cross-functional team

While multi-tasking can be a detriment to the customer experience, “multi-skilling” will be an improvement. Here’s why – and how – you want to cross-train customer service pros. 

How to sweeten the customer experience – even when we social distance

So, you can’t interact with customers these days. That doesn’t mean you can’t make the customer experience feel intimate. Here’s how to sweeten the experience while social distancing. 

Worst things you can say to customers post-pandemic

The coronavirus has disrupted enough as is. You don’t need a coronavirus faux pas to disrupt any customer experience going forward. So be careful what you say. 

3 keys to help your remote CX employees thrive

Can your customer experience be better from home? With more CX professionals working from home these days, it has to be. 

Happy customers spread the word: Here’s how to help them do it

Almost 70% of customers who’ve had a positive customer experience would recommend you to others, according to research compiled by Groove. They’re ready and willing to give you a shout out in social media, talk about you at dinner with friends, text their co-workers or even call their mother to say you’re great. Problem is, most […] [MORE]

How COVID-19 changed customer service – and what you should do now

B2B customers’ buying habits and interaction expectations changed quickly in the face of COVID-19. Here’s what they expect now – and how customer experience professionals will want to respond. 

4 best practices to balance technology and the human touch

What’s more important to the customer experience – the latest technology or the human touch? 

Customers aren’t spending – but the experience still counts

While you likely still support customers in a crisis like the coronoavirus, your customers probably won’t buy as much because of professional and personal uncertainty. But how you treat them every day and the value you deliver now will make a difference in the long run. Here are six things you can do now to […] [MORE]