Customer Experience News & Trends

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.

What bad customer service really costs your company

Just one bad customer service incident can drain your company of $54,000. Ouch! Here’s why it’s so bad, according to new customer experience research.

The pros and cons of 5 top customer feedback tools

Surveying customers is a given in business. But few companies get feedback that’s truly useful. This guide can help you make the most of surveying.