Customer Experience News & Trends

What customers actually want to hear when they’re on hold

Customers don’t like waiting. But some things make the wait tolerable. Other things make it miserable. Which are you giving them?

3 ways mobile phones can boost customer loyalty

You have 47 opportunities a day to remind customers how great you are. Are you maximizing those opportunities?

How to destroy customer engagement in minutes

Here’s good news: A mistake can be the first step in building customer engagement.

Get 51% more purchases and visits, just by doing this …

You can never say “thank you” enough. New research proves it’s more powerful in the customer experience than most of us ever imagined.

Customers behaving badly: How to handle 4 tough situations

As hard as you work to make experiences great, some customers work harder to make them awful. Here are four real-life situations when customers behaved badly – plus effective tactics to handle them.

Customer satisfaction at a standstill: Ways to give it a boost (infographic)

Customers love self-service — until they don’t. So when they need more serious help, and contact your people, their expectations rise. Are those new expectations being met? 

What customers really want – and how to deliver it

For everything you do to build relationships with customers, you’ll probably be surprised to see what they really want from you.

Are you ready for what customers want next?

Since the days soda machines and salad bars were invented, self-service has been embraced. But your customers want more than to help themselves all the time. Are you ready for what else they expect?

Are you offering too much customer service? Best way to find out

Most companies feel compelled to be everywhere and everything when it comes to customer service. But there’s a breaking point at which too much service turns bad. 

The danger in the complaints you aren’t hearing

Customer complaints can help you remedy recurring problems, rebound to build loyalty and improve the overall experience. Unfortunately, you likely miss a lot of those complaints.