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.

9 effective health and safety practices for CX employees onsite

More than half of customer service and customer experience professionals need to work onsite with each other through the COVID-19 pandemic. Here’s how to help keep them safe. 

COVID-19 just made customer service work a lot harder: Here’s help to keep up morale

While many employees are working less because of COVID-19, customer service professionals are working harder than ever. Their hours are longer. The demand is complex and draining. 

7 essential customer service skills – and how to improve them

Customer service leaders usually look for these skills when hiring. Even when they hire them, they’ll want to help employees improve the skills. Our friends at Groove have gathered data on the seven most critical skills for customer service professionals – and we’re sharing tips on how to hone each. 1. Empathy Empathy is critical […] [MORE]

5 customers you need to fire

Most customers are great. Some are OK. A few are tolerable. And even fewer need to go. Here are the five customers you need to fire – and how to do it tactfully. 

How to help customers in a crisis

In a crisis, customers are on edge more than ever. It’s even harder to keep them satisfied. But these tips will help. 

How self-service fails customers – and 4 ways yours can deliver success

Most customers use self-service. But most of the time self-service fails them. Here’s why – and how your customer experience can be better. 

5 ways to gain life-long customers

Legendary customer service expert John Tschohl shares his five most important rules on building relationships and retaining customers. 

Show your warts! Customers buy more, stay loyal when they know the downside

Go ahead, take the warts-and-all approach to winning and keeping customers. Researchers say it’s the better way. 

Is it time to rethink your personalization strategy?

Are you personalizing the customer experience more than ever? It might be time to rethink your strategy. Here’s why. 

How to respond to customer comments – no matter what they say!

Customers have a lot to say – some good, some bad and some ugly. Are you prepared to respond?