Customer Experience News & Trends

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.

Want to improve? Ask yourself these 9 questions

When it’s time to improve the customer experience, ask questions before you take action. This guide will help.

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. 

45% of customers will pay more if you can do this

Can you provide this? Customers said they’ll pay more if you can.

22 ways to add value to your social media experience

We write a lot about customers’ increasing appetite for social media. How can you possibly fill that hunger? Here are 22 ideas.

This is how to prove you value customers

Want customers to understand how much you value them? Forget the generic thank-you, and do this instead.

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.

13 award-winning ways to ‘wow’ customers

You can find ways to “wow” customers from time to time. Or you could make ways to “wow” them almost every day. 

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.

Customer satisfaction at a standstill: Ways to give it a boost (infographic)

Customers love self-service — until they don’t. So when they need more serious help, and contact your people, their expectations rise. Are those new expectations being met?