Customer Experience News & Trends

4 areas where customer service is falling short

Here’s where new research found many companies already fall short in the customer experience, and how you can escape the pitfalls: 

11 cool ways to reward your most deserving customers

Some customers are great because they’re good for business and morale. Working with them makes your employees happier. And that’s why you need cool ways to reward the most deserving customers. 

How to handle your 5 toughest customers

Even the toughest customers play an important role in your company’s success. Here’s what makes them good and bad, plus how you can navigate the love-hate relationship. 

3 ways to get your customer experience message right

There’s a lot of buzz about the importance of empathy and why businesses must harness it to improve their customer experience (CX) and build loyalty. Yet what’s largely missing from the equation is what being empathetic means for customer-obsessed brands, and how to embrace and effectively create it. 

23 of the best things to say to an angry customer

An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do? 

Are you making one of these strategic customer service mistakes?

You can have the very best people and products, but if your service strategy is off the mark, the customer experience is bound to break down.

What to do in 5 awkward customer situations

Here are five of those awkward moments in the life of customer relationships — and what to do in each of them.

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.

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.

7 red flags your customer service needs a tune-up

Is your customer service ready for a tune-up? Here are seven signs it’s time.