Customer Experience News & Trends

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.

Top competitive advantage: Your customer experience

Anything you do to improve the customer experience could be the most profitable step you take in the coming year, according to recent research. 

5 ways to boost morale, performance in a contact center

The best customer service comes from people who are excited to work and happy to help. Here’s how you can motivate the people who work with customers.

Top 11 customer service tips that will never fail you

As much as customer service has evolved, some of the most basic practices are still the most powerful.

5 intelligent ways to handle irate customers

Irate customers can trigger some angst in the people trying to help them. When those volatile situations come your way, here are five clever strategies for handling them.

Hire people customers will love: 4 proven tactics

Good customers like your products and services. Better customers like your company. But the best, most loyal customers love your people. Do you hire people your customers will love?

Why your salespeople need a kick in the pants

“You may not realize it when it happens, but a kick in the pants may be the best thing in the world for you.” Walt Disney wasn’t necessarily talking to salespeople when he made that statement, but it’s a good message for them. 

3 keys to putting the personal touch back in customer service

Self-service just might be overrated. In fact, the late comedian George Carlin predicted the kind of experience it would lead to:

15 words customers hate to see and hear

Using the wrong words will ruin the experience anywhere along the customer journey.

4 ways to make one-on-one customer service as good as it can be

Could the best way to win over customers be the old-fashioned way? Here’s one company that proves personal, one-on-one customer service — not the high-tech, low-touch kind — is still the champ.