Customer Experience News & Trends

The sweet spot: 7 things millennials want from email, how to give it all to them

Millennials are notoriously complex customers — they’re digitally savvy and one of the most highly engaged and social demographics to date. In short, they can represent the most ideal and frustrating customer segment all rolled into one. 

3 ways to get your customer experience message right

There’s a lot of buzz about the importance of empathy and why businesses must harness it to improve their customer experience (CX) and build loyalty. Yet what’s largely missing from the equation is what being empathetic means for customer-obsessed brands, and how to embrace and effectively create it. 

11 phrases that have no place in customer conversations

What you say to customers leaves a lasting impression of you and your company. That’s why it’s important to choose your words carefully.

Are you offering too much customer service? Best way to find out

Most companies feel compelled to be everywhere and everything when it comes to customer service. But there’s a breaking point at which too much service turns bad. 

Top reasons customers opt out – and how you can keep them interested

Customers’ patience with your communication has its limits. Here’s what takes them to the breaking point — that is the point at which they want to opt out and/or end the relationship.

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?

The No. 1 way customers want you to contact them

Customers still want to call you. But when you want to tell them something, this is how they prefer you do it.

Where is customer service best? (Hint: It’s not in the U.S.)

For companies that want to deliver world-class customer service, they’ll need to look beyond the U.S. borders for advice. Service is lagging stateside, new research has found.

Why must the experience be better than anything else you do?

If your pleas for more customer experience support fall on deaf ears, you’ll want to drop this stat on the powers-that-be ASAP.

7 writing skills you’ll need to please customers

Get ready to write! Customers will increasingly type, not call, in the coming years.