Customer Experience News & Trends

What customers really want – and how to deliver it

For everything you do to build relationships with customers, you’ll probably be surprised to see what they really want from you.

Can you build loyalty when customers are only buying online?

It’s pretty easy for customers to “cheat” on you when you have a mostly anonymous online relationship. So is it possible to build true loyalty when you don’t personally interact?

Are you ready for what customers want next?

Since the days soda machines and salad bars were invented, self-service has been embraced. But your customers want more than to help themselves all the time. Are you ready for what else they expect?

The problems with personalization – and how to avoid them

Personalization is the talk of the town in the customer experience industry. But it has its limits and drawbacks, new research shows. 

6 ways to surprise and delight customers

While customers appreciate a professional and personal experience, they remember ones that make them feel good. 

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 unique ways to build customer loyalty

Companies have shown their thanks to customers through loyalty plans longer than Thanksgiving has been an official holiday. And while Thanksgiving hasn’t evolved much — we still eat turkey and pumpkin — loyalty plans have.

7 keys to a dynamic customer experience

Customer expectations continually change. Do you stay ahead of the changes — or find yourself having to catch up?

4 tips for better service from front-line, award-winning professionals

To make your customer experience better, invest in only one thing: your people. They can improve everything from satisfaction to sales. Here’s proof from the front line.

Customers want more: 5 new expectations you must meet now

Customer expectations are rising faster than steroid use in Major League Baseball (MLB) – and companies are responding even slower than the MLB. Wait much longer to meet customers’ new expectations and your company may see its reputation tarnished, too.