Customer Experience News & Trends

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.

8 things you should be saying to customers

Got a message for your customers? Say it like this.

11 phrases that have no place in customer conversations

What you say to customers leaves a lasting impression of you and your company. That’s why it’s important to choose your words carefully.

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 effectively say ‘no’ to customer demands

Most realize that saying “no” to a customer request can be risky. 

How to improve your closing rate with customers

The biggest pitfall some companies face in closing is becoming “lost in the sale,” which occurs after they’ve addressed the prospect’s questions and concerns, and it’s time to close the sale. 

Do customers want a chat or a chatbot?

Customers like to chat with you and your chatbots, but what do they like more? 

The very best ways to win back former customers

Lost customers represent a huge area of opportunity. Former customers understand your product, and how it operates. Plus, they often left for reasons that are easily corrected. 

How to manage customer expectations – even when they’re unreasonable

Customers often expect more than you can do. Fortunately, it’s possible to manage their expectations, deliver what you can and keep them happy.