Customer Experience News & Trends

6 tactics maximize employee morale to improve the customer experience

Most front-line employees are fairly happy. But is “fairly happy” enough to keep customers happy?

4 areas where customer service is falling short

Here’s where new research found many companies already fall short in the customer experience, and how you can escape the pitfalls: 

Customers behaving badly? 5 steps to civility

Customers have high expectations for you. Should you have any expectations for them?

11 cool ways to reward your most deserving customers

Some customers are great because they’re good for business and morale. Working with them makes your employees happier. And that’s why you need cool ways to reward the most deserving customers. 

How to handle your 5 toughest customers

Even the toughest customers play an important role in your company’s success. Here’s what makes them good and bad, plus how you can navigate the love-hate relationship. 

23 of the best things to say to an angry customer

An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do? 

15 tips customers are getting about negotiating with you

Purchasing managers are being given the following tips on how they can get a better price in negotiations. This information can help you determine how to better approach customer communications and sales. 

Put these customer stories to work for your company

By all means, share those stories – and you’ll help build a better company:

8 old-school phrases that boost customer satisfaction today

Whether you’ve been involved in the customer experience for a year or 25 years, you’ll find that some old-school practices will always be effective. Here are eight you’ll want to commit to memory.

Blunders & triumphs: 2017’s top 10 stories on what to say (and not say) to customers

Most great companies resolve to create better customer experiences each year. So this should help with your 2018 plans: Our top-rated lists on what to say and do – and what to avoid.