Customer Experience News & Trends

How to persuade customers without pushing them

While there are various short-term tactics to get customers to do what you want, the path to “real influence” has no shortcuts. 

Surveys are good, but this is better

Surveying is a must if you want to improve the customer experience. But this is an even better approach:

3 ways to get your customer experience message right

There’s a lot of buzz about the importance of empathy and why businesses must harness it to improve their customer experience (CX) and build loyalty. Yet what’s largely missing from the equation is what being empathetic means for customer-obsessed brands, and how to embrace and effectively create it. 

23 of the best things to say to an angry customer

An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do? 

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.

15 tips customers are getting about negotiating with you

Purchasing managers are being given the following tips on how they can get a better price in negotiations. This information can help you determine how to better approach customer communications and sales. 

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.