Customer Experience News & Trends

11 phrases that have no place in customer conversations

What you say to customers leaves a lasting impression of you and your company. That’s why it’s important to choose your words carefully.

Self-service v. personal service: Here’s what matters most (Infographic)

Customers want options – and you deliver with a variety of self-service and personalized service choices. But what matters to them most now?

How to effectively say ‘no’ to customer demands

Most realize that saying “no” to a customer request can be risky. 

How to make scripting work

Say “script” and most customer service professionals cringe. But you can make scripts work to improve the experience. Here are proven ways. 

Do customers want a chat or a chatbot?

Customers like to chat with you and your chatbots, but what do they like more? 

The very best ways to win back former customers

Lost customers represent a huge area of opportunity. Former customers understand your product, and how it operates. Plus, they often left for reasons that are easily corrected. 

How to manage customer expectations – even when they’re unreasonable

Customers often expect more than you can do. Fortunately, it’s possible to manage their expectations, deliver what you can and keep them happy.

9 things you should never say to angry customers

The right words can sooth an angry customer and settle a tense situation. The wrong words (these words) will fuel the fire and damage customer relationships. 

6 things driving your customers crazy

What drives customers crazy? 

How to build soft skills and deliver the ultimate customer experience

People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.