Customer Experience News & Trends

Customer Relationship Management

Customer relationship management (CRM) is a model for managing all of your interactions with customers. When implemented properly, CRM tools and practices will improve the customer experience and bolster the bottom line.

Customers behaving badly? 5 steps to civility

Customers have high expectations for you. Should you have any expectations for them?

Why you need a customer appreciation strategy – and how to build a great one

Sure, you appreciate your customers. But do you have a strategy for showing that customer appreciation? Here’s why you need one – and five ways to get it going.

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. 

How to handle your 5 toughest customers

Even the toughest customers play an important role in your company’s success. Here’s what makes them good and bad, plus how you can navigate the love-hate relationship. 

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? 

The key ingredients in every customer’s buying decision

No matter how complex your products or services, customers look for four things before making a buying decision. 

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.

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. 

4 inexpensive – yet priceless – holiday gifts for your customers

You probably want to thank, and maybe even reward, customers this holiday season. Here are four inexpensive ideas that will feel priceless to customers.

3 proven ways to connect with younger customers

If you struggle to connect with younger, tech-savvy customers, here’s help.