Customer Experience News & Trends

How to bridge the gap between what customers expect and what you deliver

You think you have the customer experience nailed, then BAM! Customers complain that you missed the mark by a mile. Why?

The biggest reason customers won’t commit – and how you can win their love

Here’s the biggest reason customers won’t commit to a product, service or company.

5 things reps need to stop telling customers

Talk informally with customers to build rapport and strengthen relationships. But stay away from conversations like these that will make the experience awkward.

6 tactics maximize employee morale to improve the customer experience

Most front-line employees are fairly happy. But is “fairly happy” enough to keep customers happy?

4 areas where customer service is falling short

Here’s where new research found many companies already fall short in the customer experience, and how you can escape the pitfalls: 

23 of the best things to say to an angry customer

An upset customer has your ear, and now he expects you to respond. What you say (or write) will make or break the experience. Do you know what to do? 

Are you making one of these strategic customer service mistakes?

You can have the very best people and products, but if your service strategy is off the mark, the customer experience is bound to break down.

What to do in 5 awkward customer situations

Here are five of those awkward moments in the life of customer relationships — and what to do in each of them.

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.

How to get the best experience ever

No one knows more about the customer experience than front-line service professionals. So we turn to them for advice on how to get the best experience ever.