Customer Experience News & Trends

Top reasons customers opt out – and how you can keep them interested

Customers’ patience with your communication has its limits. Here’s what takes them to the breaking point — that is the point at which they want to opt out and/or end the relationship.

Be prepared: Customers want to talk

Despite all the communication options, customers still want to talk to you. Are you as prepared as they expect?

How to say less and still build more sales

Today’s constant barrage of information may leave prospects and customers bewildered and exhausted. According to a study at the University of California, the average American consumes 100,500 words on an average day. 

16 phrases that make a great impression on customers

You may only be able to make a first impression once, but every time you talk to customers you have the opportunity to make an even better impression. Here’s how.

10 of the most powerful words to use with customers

You need to persuade, comfort and even motivate customers every day you work with them. Choose the right words, and you can accomplish any of that and more.

Should your marketing message be clear or clever?

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

The quickest way to turn off customers

“The usual fortune of complaint is to excite contempt more than pity.” You should paste that Samuel Johnson quote on your refrigerators and read it every day before talking to customers. 

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. 

Our 10 best customer experience-improving lists of 2016

While you count down the days to a new year, you can count on these top 10 lists from Customer Experience Insight to help make sales and service better in 2017. They’re chock full of tips worth sharing with anyone who has a hand in the customer experience.

6 unforgivable sins of customer service

The best way to deal with a customer service problem is to prevent it from happening in the first place. A recent survey pinpointed the six leading causes of customer dissatisfaction.