Customer Experience News & Trends

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. 

The most effective ways to resolve customer issues (infographic)

Customers will try to get help in just about any way you offer it to them. But one channel is still the most reliable (and probably needs the most attention). 

What a happy customer means to the bottom line [Graphic]

If you don’t have enough reasons to make customers happy, here’s one you can put at the top of your list: 

What ticks customers off, and what makes them happy

Here’s the good news: It’s just as easy to make customers happy as it is to tick them off.

How to make proactive social customer service work better

Social media has made proactive customer service easier than ever. Are you capitalizing on this opportunity to boost customer loyalty?

How online reviews affect the bottom line

Online reviews are more than a pat on the back or a testament to your customer experience. They can have a serious impact on the bottom line, new research found.

What customers actually want to hear when they’re on hold

Customers don’t like waiting. But some things make the wait tolerable. Other things make it miserable. Which are you giving them?

How customers’ emotions affect the experience

Look beyond satisfied and dissatisfied. There are the four emotions that seriously impact the customer experience.

What’s more important — your work or your charm?

When it comes to a great customer experience, it’s more about how you make them feel than what you actually do.

Time to get serious about social media service

How serious should you be about social media customer service? Consider these numbers and the answer should be easy.