Customer Experience News & Trends

Beyond NPS: How to find out what customers really think

If you’ve been using Net Promoter Score to gauge customer satisfaction, you might not be getting the full picture. 

Want happier customers? Make employees happier first

If you want your customers to be happier, stop trying to make them happy – and start doing more to make employees happy. Researchers say that’s the key to customer bliss. 

Researchers say you purposely make customer service bad!

Hold on tight, customer experience professionals: New research says you purposely give bad customer service. And it may be right! 

4 things you must change about the customer experience to increase loyalty

You help lots of people buy your products. But if you want to increase customer loyalty this year, you’re better off helping people use your products. 

1 bad customer experience hurts you in 4 ways

When customers have a poor experience with your organization, the outlook is quite grim.

4 easiest ways to kill morale in your contact center

Think you make work a great place for agents to be? Many managers are actually doing just the opposite, new research found.

3 proven ways to get more done today (and every day)

Researchers from Harvard Business Review found that these three tactics boost productivity.

Surprising upside to why customers aren’t calling

If your phones aren’t ringing, customers probably have a good reason for not calling.

Why your script is a bad idea

If you use scripts, it might be time to trash them. Here’s what customers have to say about scripts.