Customer Experience News & Trends

6 radical ways to connect with customers

Make it personal. That’s what most customers want in an experience these days. Here are six radical ways to connect with customers.

Blunders & triumphs: 2017’s top 10 stories on what to say (and not say) to customers

Most great companies resolve to create better customer experiences each year. So this should help with your 2018 plans: Our top-rated lists on what to say and do – and what to avoid.

4 inexpensive – yet priceless – holiday gifts for your customers

You probably want to thank, and maybe even reward, customers this holiday season. Here are four inexpensive ideas that will feel priceless to customers.

7 reasons to fire customers, and how to do it right

Most companies wouldn’t hold onto a bad, unprofitable business practice. So why would they hold onto bad, unprofitable customers?

A customer’s ‘no’ may just mean ‘not now’

“No” is the most common word in sales. Most prospects may say “no” the first time your company calls. They’ll say “no” to some of the commitments you need from them to move a sale forward. They may say “no” at the end of your presentation. 

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. 

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.