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
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+

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. 

Top 3 things customers hate about service

If you want to improve the customer experience, focus on the three things customers say frustrate them most.

Customer service has gone to the dogs (and that’s a good thing)

Make your customers the stars – whether they’re B2B, B2C, canine or feline. That’s just one great strategy from the pet industry that any organization can use. 

Want more customers? Do this one thing

If you want more customers, don’t drop prices or even improve product quality. This is what works best. 

Your crisis affects customers? Take these 3 steps quickly

Big or small, a crisis in your organization that affects customers needs fast action. Are you ready? 

5 signs a customer needs to go – and how to do it tactfully

Recognizing customers who need to go is usually easy. Deciding when – and how – to sever ties is a tougher task. Here’s help. 

Reality gap in views of service (infographic)

Think you have great service? Customers probably think differently about that … and some other things. 

5 ways to boost trust with customers

Trust is the foundation for the next great interaction. So you want trust at the heart of your customer experience. 

How to deal with 4 types of difficult customers

Difficult customers – you struggle to love them, and you definitely can’t leave them. Here’s what you can do.