Customer Experience News & Trends

Customer loyalty depends on the answers to these 6 questions

Customers have infinite options, so why should they continue to choose you?

Why customers leave – and how you can prevent churn (infographic)

Customer loyalty is almost always at risk – possibly more than you ever imagined. 

Stop working so hard to gain customer loyalty: Average efforts are enough

Good news: Good service is good enough. 

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.

Proven strategies to create long-term customer relationships, loyalty

Successful companies spend time with their customers beyond the initial purchasing transaction, providing value and building engagement and alignment. They continue to learn what their customers need after closing the initial sale. 

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. 

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.

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. 

3 ways to get your customer experience message right

There’s a lot of buzz about the importance of empathy and why businesses must harness it to improve their customer experience (CX) and build loyalty. Yet what’s largely missing from the equation is what being empathetic means for customer-obsessed brands, and how to embrace and effectively create it. 

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.