Customer Experience News & Trends

Customer Experience

Customer experience is the sum of all interactions a customer has with a single business over the duration of the customer/business relationship. To gain and keep customers, companies need to provide outstanding experiences across all facets of that relationship – including via sales, marketing and customer service interactions.

Why you get so many repeat calls – and how to hit more ‘one and done’

Why do so many customers contact you a second, third, fourth or more times? New research uncovered what’s behind the repeats and how you can curb them. 

4 things customers hate about service – and how you can be better

You work hard to deliver great customer experiences. Yet, most customers say service is getting worse. Here’s what they hate most – and how you can do better. 

Get chat right: 7 steps to better ‘conversations’

Chat used to be for bigger companies with bigger budgets and staff. Not anymore. Nearly every customer service team can – and should – offer chat. After all, it’s what customers want. 

How to put service at the heart of your business

Customer service makes a difference. So much so, that most leaders believe the customer experience will make or break the business. 

5 fun ways to celebrate National Customer Service Week

It’s time to appreciate the customer experience. 

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.

5 ways to build trust with customers

Customers often prefer to deal with a handful of companies – their “preferred suppliers” – because it’s easier then juggling many.  But to become “preferred” you need to develop trust with customers over time. Here’s how.

5 Essential Strategies for Managing a Multi-Generational Workforce in Your Contact Center

Take a couple minutes today and simply look out onto the production floor of your contact center. Chances are pretty great that you are seeing a diverse group of people that span across several generations.  Read more!