Customer Experience News & Trends

Customer Service

Customer service is the last link in the customer experience chain (marketing>sales>customer service) but is by no means the least important. Strong service after the sale is the biggest contributor to customer loyalty behind product quality and performance.

The state of service: What leaders do to fix inconsistencies

Sometimes front-line customer service pros are overwhelmed. Sometimes they’re under-whelmed. And that can make for an inconsistent customer experience, according to leaders in a recent study. 

11 things you don’t say to customers

Use the wrong words once with customers, and you may not have the chance to help them again.

9 ways to get more (and better) customer feedback

You’d think with all the tools we have to gather and receive customer feedback we’d get lots of it. But most companies don’t.

4 ways to wow your customers

Do you go far enough to make the customer experience remarkable? These companies do.

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.

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?

3 keys to putting the personal touch back in customer service

Self-service just might be overrated. In fact, the late comedian George Carlin predicted the kind of experience it would lead to:

4 ways to make one-on-one customer service as good as it can be

Could the best way to win over customers be the old-fashioned way? Here’s one company that proves personal, one-on-one customer service — not the high-tech, low-touch kind — is still the champ.

What millennials really want — and 5 ways to deliver

Millennials have incredible buying power — and you can win their business and loyalty through customer service. Here are five ways to build a customer experience that impresses them.