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.

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 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. 

6 customer service skills everyone needs (yes, everyone)

Your front-line customer service pros could probably teach every one of your employees a thing or two – and now, they actually should.

8 fast and sincere ways to thank your customers

Customers give you their business throughout the year — and, yes, you probably thank them during transactions. But recognizing their loyalty in a special way will help you build goodwill for the coming year. 

16 Customer Service Week ideas to pull your celebration together

The customer experience, and everyone involved in making it happen, are all about to get their due. Are you ready to celebrate National Customer Service Week? We have ideas to pull it all together now.

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. 

Is your sales team guilty of these customer relationship killers?

Once customers begin to use a product or service, they’re going to be anxious to see positive results. They may also have challenges and problems, and if they have nowhere to turn to get answers, because their salesperson is busy closing other deals, it leaves a bad impression. 

5 things customers hate about talking to you

Despite the hype that doing business online is easier than ever, customers still call. They need personal help — and they often aren’t happy with it.