Customer Experience News & Trends

Better customer feedback starts with this …

If you care about the customer experience, you probably love customer feedback. That’s great, but there’s an even better way to get the full view of what your customers want and need.

Blind spots that can hurt customers and sales performance

A blind spot is an unrecognized weakness that has the potential to undermine business. Blind spots stem from overconfidence, too much information, emotional thinking or poor communication. The most dangerous blind spots affect those who are unaware of their impact on customers.

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?

Surprise: This is biggest influence on customers’ decisions to buy

Ever order a sandwich because your friend or spouse did, and it just sounded good? That simple act could be the best lesson you’ve ever had in why customers buy — and how you can get them to buy more.

6 costly blunders when communicating with customers

There’s one problem at the root of most customer issues: miscommunication. Eliminate many of the missteps in communication, and you can improve customer experiences.

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.