Customer Experience News & Trends

21 of the craziest customer service requests ever

Anyone who’s had a hand in the customer experience has heard an odd customer question or request – and managed to keep a straight face, answering it as professionally as possible. Well, you don’t have to keep a straight face when you read these off-kilter requests and questions. 

Be prepared: Customers want to talk

Despite all the communication options, customers still want to talk to you. Are you as prepared as they expect?

5 of the worst customer service stories — and lessons you gain from them

There’s one good thing about acts of bad customer service: People who care about the customer experience (like you!) can learn valuable lessons on how to be better from them.

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 3 things customers want most (and lessons from Uber on delivering them)

Customers want better experiences all the time. But their expectations are still focused on three key areas.

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.