Customer Experience News & Trends

How a customer service culture is born and survives

Most companies say they have great service. Fewer have created an actual customer service culture that thrives. Have you?

What’s your customer loyalty status?

Loyalty has never been easy to win. It’s even tougher to maintain now that people can change any relationship status as quickly as they can log into social media.

5 building blocks of great customer experiences in 2017

The most outstanding customer experiences aren’t built on technology. They’re rooted in a practical vision, focused leadership and empowered employees. Here’s how to set the right course for your customer experience in 2017.

How customer loyalty programs can backfire

The best loyalty programs successfully keep customers coming back. But new research finds that many programs do the exact opposite: They turn customers away.

4 unique ways to build customer loyalty

Companies have shown their thanks to customers through loyalty plans longer than Thanksgiving has been an official holiday. And while Thanksgiving hasn’t evolved much — we still eat turkey and pumpkin — loyalty plans have.

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. 

5 ways to strengthen customer loyalty

Customers can come and go as quickly as clicking the “next” button on their smartphones — that is, unless they’re rooted in their relationship with you.

Ways to use persistence to regain lost customers

When people don’t have sufficient persistence, they take rejection personally. They become hesitant to get in front of another potential customer because the pain of potential rejection is too great to run the risk. 

Sales training: 19 ways to sell more to existing customers

Customers are feeling pressure to get more done with less, so many of them are reducing the number of companies they do business with. At the same time, companies are urging their salespeople to increase sales to present customers.

9 things you must remember about customers

Your memory may be the most valuable tool in winning customer loyalty.