Customer Experience News & Trends


Marketing is where the customer experience begins. If your marketing communications don’t strike a chord with customers you won’t have a chance to deliver strong sales and service experiences.

13 ways to get worthwhile results from online surveys

Online customer surveys are convenient — but often met with apathy. Here are 13 proven ways to get worthwhile results from your surveys.

Powerful, low-cost marketing tactics you can try today

Getting customers to know your name and good service reputation can bolster sales and delight more customers. That’s where marketing can make the difference. 

7 ways to make tweets, posts and all customer content better

Customers will only read what you write — in social media, email or marketing collateral — if the content is worthwhile. These writing tips will help you make it just that. 

Are you really driving customers to action?

Are you doing things that make customers want to buy, learn or interact more? Most customer experience leaders admit that they …

The No. 1 way customers want you to contact them

Customers still want to call you. But when you want to tell them something, this is how they prefer you do it.

5 time-worn, offline marketing tactics that still pay off

Forget sexy and mobile. With so much emphasis on Internet, social and mobile marketing, we’ve lost sight of some tried-and-true tactics that still work amazingly well.

5 proven ways LinkedIn can improve the customer experience

LinkedIn has evolved into a powerful tool in the fight to get the customer experience right. These five companies are some of the savviest, using the platform to build their reputation and customer relationships.

Short words you should not use with customers

In business, we often need to speed up conversations and transactions with customers. But some conversation shortcuts just shouldn’t be used.

50% of customers quit surveys: Ways to get more responses

You could probably double the amount of valuable customer feedback you get if you approached surveying like this:

Exciting email secrets from industry insider

We just sat down with Matt Highsmith, president/CEO of TailoredMail, an email marketing and automation software firm, about what’s working in email right now — and what trends will soon emerge. Our talk produced some juicy tips for emailers.