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.

8 things you should be saying to customers

Got a message for your customers? Say it like this.

4 ways to master the ‘art’ of customer care

Customer care is both art and science. You probably have the science under control with policies and processes. But have you mastered the art?

3 powerful ways to build B2B customer loyalty

You care about the customer experience and want to build loyalty, so you have a solid handle on their needs, right?

Twitter and the customer experience: 7 best practices

Would anyone have guessed 10 years ago that a customer experience could be whittled down to 140 characters? Yet today, Twitter can be a powerful tool in creating bold customer relationships.

6 ways to build a customer service culture that rocks

If you’re going to build a customer service culture, you might as well build one that rocks.

3 proven ways to connect with younger customers

If you struggle to connect with younger, tech-savvy customers, here’s help.

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?

4 unique ways to engage customers

Many companies turn to innovation and automation to improve the customer experience. But there’s a better route to take.

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. 

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!