Customer Experience News & Trends

7 small gestures that make big customer impressions

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

The most effective ways to resolve customer issues (infographic)

Customers will try to get help in just about any way you offer it to them. But one channel is still the most reliable (and probably needs the most attention). 

What ticks customers off, and what makes them happy

Here’s the good news: It’s just as easy to make customers happy as it is to tick them off.

8 old-school phrases that boost customer satisfaction today

Whether you’ve been involved in the customer experience for a year or 25 years, you’ll find that some old-school practices will always be effective. Here are eight you’ll want to commit to memory.

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.