Customer Experience News & Trends

How to get the best experience ever

No one knows more about the customer experience than front-line service professionals. So we turn to them for advice on how to get the best experience ever.

80% of customers want you to do this

About 80% of your customers are waiting for you to do something. Yet, many companies are falling short in this area.

The 1 factor that will boost customer satisfaction most

If you want to improve the customer experience – and you have limited resources to do so – here’s the one factor that will make the biggest impact …

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.