Customer Experience News & Trends

5 of the most difficult customers — and how to help them

Dealing with difficult customers is one thing. Actually helping them is the ideal thing. Here’s how to make it happen with five of the most difficult customers you’ll come across. 

Customers don’t want to repeat themselves: 4 ways to improve your staff’s listening skills

Customers want to tell you what they need. But they don’t want to tell you twice.

4 bad habits Customer Service needs to kick

Most customer service operations are plagued by at least one bad habit that customers hate. Do you commit any of the following?

When customers want self-service — and when they don’t

If you’ve been pushing customers to self-service for most things — even if they seem to want it — you might want to reconsider that strategy.

Pick your customer service style: There are 9 to choose from

Nearly every company wants to provide the best service. But many miss the mark because they skip an important step in the experience: defining their service style and committing to being the best at it.

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 biggest reason customers won’t commit – and how you can win their love

Here’s the biggest reason customers won’t commit to a product, service or company.

5 things reps need to stop telling customers

Talk informally with customers to build rapport and strengthen relationships. But stay away from conversations like these that will make the experience awkward.

6 tactics maximize employee morale to improve the customer experience

Most front-line employees are fairly happy. But is “fairly happy” enough to keep customers happy?

4 areas where customer service is falling short

Here’s where new research found many companies already fall short in the customer experience, and how you can escape the pitfalls: