Customer Experience News & Trends

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.

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.

5 things customers hate about talking to you

Despite the hype that doing business online is easier than ever, customers still call. They need personal help — and they often aren’t happy with it. 

The 6 best ways to get bad customer experiences back on track

Something has gone wrong, and what was a perfectly good customer experience is spiraling toward bad. Can you get it back on track? Here’s help to rebound in almost any tough situation. 

10 of the most powerful words to use with customers

You need to persuade, comfort and even motivate customers every day. Choose the right words, and you can accomplish that … and more.

Top 11 customer service tips that will never fail you

As much as customer service has evolved, some of the most basic practices are still the most powerful.

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.

The top 8 reasons customers may not like you

Customers want to like you. After all, they chose to do business with you. But you might be doing some of these things they despise.