Customer Experience News & Trends

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. 

The 4 worst — and 1 very best — ways to apologize to customers

Most companies don’t like to admit they’ve done something wrong. So their attempts to apologize and quickly rebuild customer relationships fall short.

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?