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.

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? 

Are you making one of these strategic customer service mistakes?

You can have the very best people and products, but if your service strategy is off the mark, the customer experience is bound to break down.

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.

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.

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.

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.

7 red flags your customer service needs a tune-up

Is your customer service ready for a tune-up? Here are seven signs it’s time. 

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. 

Want to take service to the next level in 2018? Answer these 4 questions

Your service is good. But if you’re reading this, you likely want it to be great. Here’s help in taking your service – and the overall customer experience – to the next level in 2018.

6 cues customers give when they want something more

Customers give clues every day as to what will make them raving fans. Are you listening closely enough?