Customer Experience News & Trends

6 reasons good service turns bad — and how to avoid those problems

If 90% of companies aspire to be customer experience leaders in their industries, why do so many fail at providing great service?

A 3,000-mile, 50-day trip that will revolutionize the customer experience

The experience is almost always better when customers get personalized, face-to-face time with employees. One company takes this theory so seriously that executives piled into an RV and took a 50-day, 3,000-mile trip to meet its customers.

A little extra online service = fewer customer support calls

Tweak your online customer service just a little and you’ll likely curb calls to customer support professionals a lot. Here’s what to do:

4 biggest obstacles to improving the customer experience

When it comes to improving the customer experience, many companies are all talk, no action. New research shows where they’re failing to put their money where their mouth is.

If you’re on Facebook, you better be doing this

If you’re on Facebook, customers expect useful information, discounts and this.

What customers want you to put on Facebook (and what you can keep to yourself)

Read this before an agent gets at your company’s Facebook page.

If you’re on social media you better be fast

If your contact center supports social media, you better be fast with Facebook and Twitter responses – or else.

How much is enough when it comes to online resources?

You have product descriptions, instructions and reviews online. Is it enough to satisfy your customers?