Customer Experience News & Trends

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?

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.

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. 

If you’re part of the customer experience, you’re stressed

The people helping customers are frazzled — and it could have a negative effect on the customer experience. Here’s how to curb the stress and improve the experience.

What’s next in the customer experience? Just look to Amazon

If you wonder what customers will want next, look to Amazon. The online giant transformed the customer experience for nearly all industries — and here’s what you can learn from what Amazon has done and will do.

4 ways to master the ‘art’ of customer care

Customer care is both art and science. You probably have the science under control with policies and processes. But have you mastered the art?

Surprise: This is biggest influence on customers’ decisions to buy

Ever order a sandwich because your friend or spouse did, and it just sounded good? That simple act could be the best lesson you’ve ever had in why customers buy — and how you can get them to buy more.

6 ways to build a customer service culture that rocks

If you’re going to build a customer service culture, you might as well build one that rocks.

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.