Customer Experience News & Trends

45% of customers will pay more if you can do this

Can you provide this? Customers said they’ll pay more if you can.

This is how to prove you value customers

Want customers to understand how much you value them? Forget the generic thank-you, and do this instead.

What customers actually want to hear when they’re on hold

Customers don’t like waiting. But some things make the wait tolerable. Other things make it miserable. Which are you giving them?

13 award-winning ways to ‘wow’ customers

You can find ways to “wow” customers from time to time. Or you could make ways to “wow” them almost every day. 

Get 51% more purchases and visits, just by doing this …

You can never say “thank you” enough. New research proves it’s more powerful in the customer experience than most of us ever imagined.

Top 11 customer service tips that will never fail you

As much as customer service has evolved, some of the most basic practices are still the most powerful.

Customers behaving badly: How to handle 4 tough situations

As hard as you work to make experiences great, some customers work harder to make them awful. Here are four real-life situations when customers behaved badly – plus effective tactics to handle them.

Rage is on the rise: What should customer service pros do about it?

Rage is a rising occupational hazard for customer service professionals, according to new research. Here’s what they can do about it.

The top 8 reasons customers may not like you

Customers want to like you. After all, they chose to do business with you. But you might be doing some of these things they despise.

Can you build loyalty when customers are only buying online?

It’s pretty easy for customers to “cheat” on you when you have a mostly anonymous online relationship. So is it possible to build true loyalty when you don’t personally interact?