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: How to handle 4 tough situations

As hard as you work to make experiences great, some customers work harder to make them awful. Here are four real-life situations when customers behaved badly – plus effective tactics to handle them.

B2B relationships lack trust, loyalty: 3 ways to rebuild now

Many B2B customer relationships are at risk. Trust is low. Loyalty is waning. Fortunately, you can still win it.

The problems with personalization – and how to avoid them

Personalization is the talk of the town in the customer experience industry. But it has its limits and drawbacks, new research shows. 

How to use criticism to strengthen customer relations, boost sales

Receiving criticism is in the top 10 of the most stressful selling experiences for salespeople. Whether it comes from customers, peers or your sales manager, hearing your work criticized can be hurtful if you allow it to be. But it can help you. 

4 ways to turn customers into loyal fans

You may never know customer loyalty like professional sports teams do, but it’s possible to build enough loyalty to make your competitors envious.

4 reasons customers won’t take your surveys — and 5 ways to get a better response

If you send surveys, and don’t get many responses, the problem is more likely your design, not your customers.

The power of positive confrontation

What do you do when a valued customer makes an unreasonable demand? Or your sales manager gives you an unfair evaluation? Or a colleague takes advantage of a situation? 

What a happy customer means to the bottom line [Graphic]

If you don’t have enough reasons to make customers happy, here’s one you can put at the top of your list: 

7 tips to turn customer complaints into relationship-builders

Customer complaints can be an effective tool for strengthening a relationship. 

6 proven ways to use customer feedback to improve service and sales

If you see a pattern of customer complaints, don’t just think about fixing the problem. Use the issue to improve service and, possibly, sales. Here’s how one company did it.