Customer Experience News & Trends

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.

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.