Customer Experience News & Trends

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.

Where will your next customer experience idea come from? Probably not you

If you want to know where to invest time and money to improve the customer experience, there is one thing you want to seriously consider now:

Short words you should not use with customers

In business, we often need to speed up conversations and transactions with customers. But some conversation shortcuts just shouldn’t be used.