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+


Are you making one of these strategic customer service mistakes?

You can have the very best people and products, but if your service strategy is off the mark, the customer experience is bound to break down.

What to do in 5 awkward customer situations

Here are five of those awkward moments in the life of customer relationships — and what to do in each of them.

5 ways to strengthen customer loyalty

Customers can come and go as quickly as clicking the “next” button on their smartphones — that is, unless they’re rooted in their relationship with you.

Put these customer stories to work for your company

By all means, share those stories – and you’ll help build a better company:

8 old-school phrases that boost customer satisfaction today

Whether you’ve been involved in the customer experience for a year or 25 years, you’ll find that some old-school practices will always be effective. Here are eight you’ll want to commit to memory.

How to get the best experience ever

No one knows more about the customer experience than front-line service professionals. So we turn to them for advice on how to get the best experience ever.

6 radical ways to connect with customers

Make it personal. That’s what most customers want in an experience these days. Here are six radical ways to connect with customers.

Blunders & triumphs: 2017’s top 10 stories on what to say (and not say) to customers

Most great companies resolve to create better customer experiences each year. So this should help with your 2018 plans: Our top-rated lists on what to say and do – and what to avoid.

7 red flags your customer service needs a tune-up

Is your customer service ready for a tune-up? Here are seven signs it’s time. 

What to do when the answer to a customer request should be ‘no’

Customers’ perceptions of what should happen can’t always be reality. Here’s how to handle five sticky situations when you can’t do what they want.