Customer Experience News & Trends

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.

Top 10 reasons customers walk away

Customers are frustrated, and it has them walking away from companies at an alarming rate. Here’s what’s going on now — and how you can save relationships.

Surprise: This is biggest influence on customers’ decisions to buy

Ever order a sandwich because your friend or spouse did, and it just sounded good? That simple act could be the best lesson you’ve ever had in why customers buy — and how you can get them to buy more.

The customer journey has changed — yet again

First, the customer experience was described as the classic “sales funnel.” Then, the Internet caused it to morph into the “decision journey.” Now, another change is on the horizon.

The top 3 barriers to delivering great experiences — and how to overcome them

When it comes to delivering great customer experiences, you might be tripping over your own feet.

What customers hate — and love — about online service

As much as customers love the convenience of online service, they hate some of the nuances.