Customer Experience News & Trends

Self-service v. personal service: Here’s what matters most (Infographic)

Customers want options – and you deliver with a variety of self-service and personalized service choices. But what matters to them most now?

How to make scripting work

Say “script” and most customer service professionals cringe. But you can make scripts work to improve the experience. Here are proven ways. 

6 customer service skills everyone needs (yes, everyone)

Your front-line customer service pros could probably teach every one of your employees a thing or two – and now, they actually should.

Do customers want a chat or a chatbot?

Customers like to chat with you and your chatbots, but what do they like more? 

How to manage customer expectations – even when they’re unreasonable

Customers often expect more than you can do. Fortunately, it’s possible to manage their expectations, deliver what you can and keep them happy.

9 things you should never say to angry customers

The right words can sooth an angry customer and settle a tense situation. The wrong words (these words) will fuel the fire and damage customer relationships. 

How to build soft skills and deliver the ultimate customer experience

People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.

5 things customers hate about talking to you

Despite the hype that doing business online is easier than ever, customers still call. They need personal help — and they often aren’t happy with it. 

6 rules for firing a customer

Most customers keep your business going. But a few are enemies to progress — and you’ll probably be better off without them. Here’s how to tactfully fire the worst customers.

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

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