Customer Experience News & Trends

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.

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?

How online reviews affect the bottom line

Online reviews are more than a pat on the back or a testament to your customer experience. They can have a serious impact on the bottom line, new research found.

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.

7 signs your customer service needs a tune-up

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

Why you need an online community – and how to make it great

Here’s why you want to let some customers love you and then leave you (sort of).

Everything seem great? Your feedback could be lying to you

If your customer feedback is consistently positive, you might want to consider that a problem.

13 ways to get worthwhile results from online surveys

Online customer surveys are convenient — but often met with apathy. Here are 13 proven ways to get worthwhile results from your surveys.

80% of customers want you to do this

About 80% of your customers are waiting for you to do something. Yet, many companies are falling short in this area.

8 painless questions you should be asking customers now

Customers are often more eager to complain to friends than give you feedback. But that can all change when you ask the right kinds of questions.