Customer Experience News & Trends

7 reasons to fire customers, and how to do it right

Most companies wouldn’t hold onto a bad, unprofitable business practice. So why would they hold onto bad, unprofitable customers?

4 ways to master the ‘art’ of customer care

Customer care is both art and science. You probably have the science under control with policies and processes. But have you mastered the art?

3 powerful ways to build B2B customer loyalty

You care about the customer experience and want to build loyalty, so you have a solid handle on their needs, right?

8 fast and sincere ways to thank your customers

Customers give you their business throughout the year — and, yes, you probably thank them during transactions. But recognizing their loyalty in a special way will help you build goodwill for the coming year. 

The very best ways to win back former customers

Lost customers represent a huge area of opportunity. Former customers understand your product, and how it operates. Plus, they often left for reasons that are easily corrected. 

3 ways mobile phones can boost customer loyalty

You have 47 opportunities a day to remind customers how great you are. Are you maximizing those opportunities?

Get 51% more purchases and visits, just by doing this …

You can never say “thank you” enough. New research proves it’s more powerful in the customer experience than most of us ever imagined.

Top 11 customer service tips that will never fail you

As much as customer service has evolved, some of the most basic practices are still the most powerful.

Where have all the customers gone? Why loyalty stinks now

Customers fall in and out of love with companies almost as fast as teenage girls do. This is why loyalty is on the fritz.

5 customer satisfaction myths – busted

Customer satisfaction is up so things must be good, right? Not necessarily.