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.

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.

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?

5 things customers hate about talking to you

Despite the hype that doing business online is easier than ever, customers still call. They need personal help — and they often aren’t happy with it. 

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?