Customer Experience News & Trends

AI is changing the customer experience: What you need to know

Customers expect a genuine experience. So what will Artificial Intelligence (AI) do to genuine customer experiences? 

4 ways to improve how you listen to (and help) customers

Listen better, help better. It seems easy, yet listening – truly listening – can be difficult. Here’s help to listen well and make the customer experience better. 

7 phrases customers love to hear

In the customer experience, too much kindness is never enough. 

You have self-service, but do customers know how to help themselves?

Self-service is a powerful customer service tool – but it’s worthless if customers don’t know how to help themselves. So can your customers maximize your self-service tools? 

6 ways service pros can help customers buy smarter

Customers can get more information than ever on their own about you and your products. But that doesn’t mean they don’t want personal help. 

Top 11 customer service tips that will never fail you

As much as customer service has evolved, some of the most basic practices are still the most powerful.

5 intelligent ways to handle irate customers

Irate customers can trigger some angst in the people trying to help them. When those volatile situations come your way, here are five clever strategies for handling them.

Ways to tell stories that turn prospects into customers

Many sales presentations are boring, banal and inert. These offensive qualities are troublesome for today’s busy prospects who may have short attention spans.

Hire people customers will love: 4 proven tactics

Good customers like your products and services. Better customers like your company. But the best, most loyal customers love your people. Do you hire people your customers will love?

15 words customers hate to see and hear

Using the wrong words will ruin the experience anywhere along the customer journey.