Customer Experience News & Trends

5 ways to create a customer experience that sparkles

Can you vastly improve the customer experience without breaking the bank or exhausting resources? Yes, says one expert, and he has unique ideas on how.

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.

21 of the craziest customer service requests ever

Anyone who’s had a hand in the customer experience has heard an odd customer question or request – and managed to keep a straight face, answering it as professionally as possible. Well, you don’t have to keep a straight face when you read these off-kilter requests and questions. 

3 things you should do with customer feedback

Companies get customer feedback whether they want it or not. Now, since you have the feedback, you might as well do something useful with it.

5 of the worst customer service stories — and lessons you gain from them

There’s one good thing about acts of bad customer service: People who care about the customer experience (like you!) can learn valuable lessons on how to be better from them.

How to bridge the gap between what customers expect and what you deliver

You think you have the customer experience nailed, then BAM! Customers complain that you missed the mark by a mile. Why?

The experience millennials want from you (Infographic)

Millennials will soon be the biggest buyers of everything under the sun. Whether you’re a B2C or B2B, here’s what you need to know about the experience they want. 

Top 3 reasons customer experience programs fail – and how to avoid them

Creating an experience that customers love is a worthy goal, but it can end up buried in metrics, data and analysis. The following are the top three reasons customer experience programs fail, and how you can avoid them.

The 3 things customers want most (and lessons from Uber on delivering them)

Customers want better experiences all the time. But their expectations are still focused on three key areas.

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.