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.

11 cool ways to reward your most deserving customers

Some customers are great because they’re good for business and morale. Working with them makes your employees happier. And that’s why you need cool ways to reward the most deserving customers. 

Why you need a customer appreciation strategy – and how to build a great one

Sure, you appreciate your customers. But do you have a strategy for showing that customer appreciation? Here’s why you need one – and five ways to get it going.

How to persuade customers without pushing them

While there are various short-term tactics to get customers to do what you want, the path to “real influence” has no shortcuts. 

How to handle your 5 toughest customers

Even the toughest customers play an important role in your company’s success. Here’s what makes them good and bad, plus how you can navigate the love-hate relationship. 

Surveys are good, but this is better

Surveying is a must if you want to improve the customer experience. But this is an even better approach:

3 ways to get your customer experience message right

There’s a lot of buzz about the importance of empathy and why businesses must harness it to improve their customer experience (CX) and build loyalty. Yet what’s largely missing from the equation is what being empathetic means for customer-obsessed brands, and how to embrace and effectively create it. 

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.

The key ingredients in every customer’s buying decision

No matter how complex your products or services, customers look for four things before making a buying decision. 

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!