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+


6 ways to build a customer service culture that rocks

If you’re going to build a customer service culture, you might as well build one that rocks.

3 proven ways to connect with younger customers

If you struggle to connect with younger, tech-savvy customers, here’s help.

11 phrases that have no place in customer conversations

What you say to customers leaves a lasting impression of you and your company. That’s why it’s important to choose your words carefully.

Self-service v. personal service: Here’s what matters most (Infographic)

Customers want options – and you deliver with a variety of self-service and personalized service choices. But what matters to them most now?

4 unique ways to engage customers

Many companies turn to innovation and automation to improve the customer experience. But there’s a better route to take.

How to make scripting work

Say “script” and most customer service professionals cringe. But you can make scripts work to improve the experience. Here are proven ways. 

6 customer service skills everyone needs (yes, everyone)

Your front-line customer service pros could probably teach every one of your employees a thing or two – and now, they actually should.

Do customers want a chat or a chatbot?

Customers like to chat with you and your chatbots, but what do they like more? 

8 fast and sincere ways to thank your customers

Customers give you their business throughout the year — and, yes, you probably thank them during transactions. But recognizing their loyalty in a special way will help you build goodwill for the coming year. 

16 Customer Service Week ideas to pull your celebration together

The customer experience, and everyone involved in making it happen, are all about to get their due. Are you ready to celebrate National Customer Service Week? We have ideas to pull it all together now.