Customer Experience News & Trends

Are your customers ‘walkers’ or ‘talkers’?

You and your salespeople may be getting a distorted view of customer satisfaction unless you understand what types of customers you have.

Why smaller firms have the customer-service edge

A recent survey asked customers to rate the service capabilities of firms large and small. Customers gave higher ratings to the smaller companies. Why?

When customers’ decison-makers change

Just as your products and services change, buyers change, too. A change in a decision-maker doesn’t have to mean a lost customer. Companies that handle buyer changes  properly find the accounts can be as profitable as ever.