Customer Experience News & Trends

Are you ready for what customers want next?

Since the days soda machines and salad bars were invented, self-service has been embraced. But your customers want more than to help themselves all the time. Are you ready for what else they expect?

Hire people customers will love: 4 proven tactics

Good customers like your products and services. Better customers like your company. But the best, most loyal customers love your people. Do you hire people your customers will love?

Are you offering too much customer service? Best way to find out

Most companies feel compelled to be everywhere and everything when it comes to customer service. But there’s a breaking point at which too much service turns bad. 

5 intelligent ways to handle irate customers

Irate customers can trigger some angst in the people trying to help them. When those volatile situations come your way, here are five clever strategies for handling them.

4 customer service sins that kill loyalty

Customer loyalty is easy to gain these days. But customers are fickle. So it’s even easier to lose. Commit one of these sins, and you’ll lose it fast.

The problems with personalization – and how to avoid them

Personalization is the talk of the town in the customer experience industry. But it has its limits and drawbacks, new research shows. 

80% of customers want you to do this

About 80% of your customers are waiting for you to do something. Yet, many companies are falling short in this area.

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). 

4 ways to turn customers into loyal fans

You may never know customer loyalty like professional sports teams do, but it’s possible to build enough loyalty to make your competitors envious.

Pick your service style: There are 9 to choose from

Nearly every company wants to provide the best service. But many miss the mark because they skip an important step in the experience: defining their service style and committing to being the best at it.