Customer Experience News & Trends

The sweet spot: 7 things millennials want from email, how to give it all to them

Millennials are notoriously complex customers — they’re digitally savvy and one of the most highly engaged and social demographics to date. In short, they can represent the most ideal and frustrating customer segment all rolled into one. 

How customer loyalty programs can backfire

The best loyalty programs successfully keep customers coming back. But new research finds that many programs do the exact opposite: They turn customers away.

Customers behaving badly? 5 steps to civility

Customers have high expectations for you. Should you have any expectations for them?

How to prepare for face-to-face customer conversations

Some things in business are crystal clear. One of them is that people will not buy unless they believe they’ll get what they want and avoid what they don’t want. You become indispensable to your customer when you demonstrate that you both understand his or her problems and goals — and have the ability to help with them. 

10 customer commitments needed to close a big customer

Some salespeople think of closing as a one-step process leading to a final commitment. Closing is actually more complex than that. It happens in stages. 

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: