Customer Experience News & Trends

Is your experience ‘real’ – or are you faking it?

No matter how well you orchestrate the customer experience, if you don’t really care, it’ll feel fake to customers. And they don’t appreciate that. Here’s the difference between a “real” experience and a fake one. 

6 ways to control — or prevent — customer rage

Customers are angry because no one listens to their complaints. And research shows they’re mostly right.

These 2 companies’ service stinks: What have they taught us?

Two companies notorious for bad service recently promised the United States Senate and their customers they’d do better. What they’re about to do can help every company improve the customer experience.

Customers want more: 5 new expectations you must meet now

Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.

The 5 levels of customer commitment — and what really drives loyalty

Customer commitment could be compared to beauty — only skin deep. Fortunately, you can build a stronger relationship and loyalty from there.

Customer satisfaction rises thanks to this …

Customers are happier — and we can thank e-business for the spike in customer satisfaction. 

3 must-haves for every customer experience

We sometimes get so focused on making everything better for customers that the basics start to slip — and that can hurt the whole customer experience.

How emotional intelligence impacts the way you sell to customers

Some people misdiagnose their sales challenges and work on the wrong problems. They attempt to improve their sales results by focusing on selling skills alone. 

7 small gestures that make big customer impressions

When it comes to creating great customer experiences, a little can go a long way.

When things go wrong, this is how to make them right

Few customer journeys fail to encounter at least some bumps in the road — and when something goes wrong, this is how to make it right.