Customer Experience News & Trends

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.

What to do when the answer to a customer request should be ‘no’

Customers’ perceptions of what should happen can’t always be reality. Here’s how to handle five sticky situations when you can’t do what they want. 

Want to take service to the next level in 2018? Answer these 4 questions

Your service is good. But if you’re reading this, you likely want it to be great. Here’s help in taking your service – and the overall customer experience – to the next level in 2018.

6 cues customers give when they want something more

Customers give clues every day as to what will make them raving fans. Are you listening closely enough?

4 inexpensive – yet priceless – holiday gifts for your customers

You probably want to thank, and maybe even reward, customers this holiday season. Here are four inexpensive ideas that will feel priceless to customers.

Never do these 5 things to customers

Most customer experience professionals go to great lengths to avoid mistakes that will bug customers. But it can still be easy to overlook subtle missteps that can destroy customer trust.