Customer Experience News & Trends

The art of email: How to write effectively, professionally

With the demise of letters and direct mail, email could be the most formal business communication we use these days. So it better look good. Follow these guidelines for writing email customers will appreciate.

7 customer communication rules that should be revisited

Business relationships are more threatened than enhanced by technology. Here’s why every customer experience professional needs to revisit some business communication rules.

‘You’re fired’ – and 9 other things you should never say in email

Whether you’re sending email to customers or colleagues, some things should never be said in those messages. Just ask Microsoft.

Love or hate ’em, you have to deal with these 6 tough customers

Customers really are a lot like family: Some are as ornery as Uncle Frank, and some are as indecisive as Grandma Ellen. Love or hate them, you have to handle customers at their best and worst. This is how.

5 signs a customer’s email is riddled with lies

Customer relationships are increasingly becoming electronically based. And every once in a while, customers will tell a fib or two via email or online to make their complaints or problems more compelling. Here’s how to spot those digital lies — and react to them.

Customer satisfaction has sunk: 10 ways to crank it back up

New research found customers are about as unhappy as ever — but there are plenty of ways to improve the customer experience.

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Exciting email secrets from industry insider

We just sat down with Matt Highsmith, president/CEO of TailoredMail, an email marketing and automation software firm, about what’s working in email right now — and what trends will soon emerge. Our talk produced some juicy tips for emailers.

5 ways to make transactional emails better

Those easy emails – the kind you send to confirm orders or to notify customers of a shipment or order changes – can be so much more than transactional messages. When done well, they can be customer relationship builders.

4 tips for sending better email to customers

Email plays a role in the customer experience, yet most of us are getting sloppy with it.

Improve email ROI: 5 marketing must-haves

As more companies vie for customers’ attention, email marketing’s become an increasingly delicate art form. And as a result, improving performance requires a laser-like focus on at least one of five areas: