Customer Experience News & Trends

Stop working so hard to gain customer loyalty: Average efforts are enough

Good news: Good service is good enough. 

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.

7 cool tips for social media customer service

If most of your customers were in one place, you’d probably be there, too – just to make sure they’re being helped and are happy. Two-thirds are actually in one place. It’s social media, and here’s how you can take care of them. 

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.