Customer Experience News & Trends

5 building blocks of great customer experiences in 2017

The most outstanding customer experiences aren’t built on technology. They’re rooted in a practical vision, focused leadership and empowered employees. Here’s how to set the right course for your customer experience in 2017.

6 cues customers give when they want something more

Customers give clues every day as to what will make them raving fans. Are you listening closely enough?

Our 10 best customer experience-improving lists of 2016

While you count down the days to a new year, you can count on these top 10 lists from Customer Experience Insight to help make sales and service better in 2017. They’re chock full of tips worth sharing with anyone who has a hand in the customer experience.

What customers really think about self-service

You offer self-service because that’s what companies do these days. But is it what customers really want?

6 unforgivable sins of customer service

The best way to deal with a customer service problem is to prevent it from happening in the first place. A recent survey pinpointed the six leading causes of customer dissatisfaction. 

Why service is the key to winning at the customer experience

When you face tough competition for new sales and customer loyalty, bring in the big guns. 

4 areas where customer service is falling short: How do you stack up?

With the rise of self-service, customers increasingly control their own experiences. Yet, those experiences still fall short in most areas, research shows.

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?

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. 

7 keys to a dynamic customer experience

Customer expectations continually change. Do you stay ahead of the changes — or find yourself having to catch up?