Customer Experience News & Trends

7 writing skills you’ll need to please customers

Get ready to write! Customers will increasingly type, not call, in the coming years.

5 things reps need to stop telling customers

Talk informally with customers to build rapport and strengthen relationships. But stay away from conversations like these that will make the experience awkward.

10 proven strategies to connect with customers before, during & after they buy

It’s critical to spend time with customers beyond the initial transaction, providing value and building engagement and alignment. 

Should your marketing message be clear or clever? Here’s help

When you want customers to remember your message, should you be clever?

Ways to break through customer resistance

While it’s important to keep showing up, and offering ideas and information to prospects/customers, there is a line between being persistent and being a nuisance. The difference between being persistent and a nuisance lies in the content of your communication. 

The quickest way to turn off customers

Of the hundreds of ways for you to turn off customers, the quickest is to do this … 

The sweet spot: 7 things millennials want from email, how to give it all to them

Millennials are notoriously complex customers — they’re digitally savvy and one of the most highly engaged and social demographics to date. In short, they can represent the most ideal and frustrating customer segment all rolled into one. 

How to prepare for face-to-face customer conversations

Some things in business are crystal clear. One of them is that people will not buy unless they believe they’ll get what they want and avoid what they don’t want. You become indispensable to your customer when you demonstrate that you both understand his or her problems and goals — and have the ability to help with them. 

How to persuade customers without pushing them

While there are various short-term tactics to get customers to do what you want, the path to “real influence” has no shortcuts. 

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?