Customer Experience News & Trends

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.

7 reasons to fire customers, and how to do it right

Most companies wouldn’t hold onto a bad, unprofitable business practice. So why would they hold onto bad, unprofitable customers?

Self-service v. personal service: Here’s what matters most (Infographic)

Customers want options – and you deliver with a variety of self-service and personalized service choices. But what matters to them most now?

How to make scripting work

Say “script” and most customer service professionals cringe. But you can make scripts work to improve the experience. Here are proven ways. 

9 things you should never say to angry customers

The right words can sooth an angry customer and settle a tense situation. The wrong words (these words) will fuel the fire and damage customer relationships. 

6 things driving your customers crazy

What drives customers crazy? 

How to build soft skills and deliver the ultimate customer experience

People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.

Where have all the customers gone? Why loyalty stinks now

Customers fall in and out of love with companies almost as fast as teenage girls do. This is why loyalty is on the fritz.

7 examples of body language that destroy sales

When it comes to communication, body language is just as important as the words you speak. And poor body language will cost you sales, no matter how great your pitch is.

Are you keeping up with the changing role of decision makers?

Your customers have experienced a fundamental shift in their responsibilities.