Customer Experience News & Trends

What really good service looks like (in the wake of really bad service)

United Airlines just gave the world a view of what really bad customer service looks (and can literally feel) like. Here’s what people who care about the customer experience can learn from the airline’s service disaster.

The 11 best things to say to customers

Here’s the good news: For everything that can go wrong in a customer conversation, a whole lot more can go right.

7 tips to turn customer complaints into relationship-builders

Customer complaints can be an effective tool for strengthening a relationship. 

3 ways to handle a customer who’s looking for a fight

Some customers – by nature or circumstance – want to pick a fight. Are you ready?

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.

6 ways to captivate, convince and inspire customers

The late Steve Jobs functioned as Apple’s chief storyteller, engaging audiences by sharing stories that focused on the company’s signature — great design. His stories were effective because they aligned with customer experiences and expectations. 

6 difficult customers – and the best ways to handle them

What’s the worst part of working with difficult customers? They usually don’t want to listen. Here are six of the most difficult customers you’ll encounter — and tactics to get through to each. 

15 tips for creating successful negotiations

Preparation is the only aspect of negotiations over which you have complete control. If you’re not prepared for a negotiation, you give the other side an unearned advantage. 

8 old-school phrases that boost customer satisfaction today

Whether you’ve been involved in the customer experience for a year or 25 years, you’ll find that some old-school practices will always be effective. Here are eight you’ll want to commit to memory.

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.