Customer Experience News & Trends

The danger in the complaints you aren’t hearing

Customer complaints can help you remedy recurring problems, rebound to build loyalty and improve the overall experience. Unfortunately, you likely miss a lot of those complaints. 

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.

4 reasons customers won’t take your surveys — and 5 ways to get a better response

If you send surveys, and don’t get many responses, the problem is more likely your design, not your customers.

6 proven ways to use customer feedback to improve service and sales

If you see a pattern of customer complaints, don’t just think about fixing the problem. Use the issue to improve service and, possibly, sales. Here’s how one company did it.

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.

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.

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.