Customer Experience News & Trends

Customer satisfaction at a standstill: Ways to give it a boost (infographic)

Customers love self-service — until they don’t. So when they need more serious help, and contact your people, their expectations rise. Are those new expectations being met? 

5 customer satisfaction myths – busted

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

3 must-haves for every customer experience

New initiatives, streamlined processes and rewards programs won’t impress customers if these smaller details aren’t on the mark. 

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.