Customer Experience News & Trends

4 unique ways to engage customers

Many companies turn to innovation and automation to improve the customer experience. But there’s a better route to take.

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?

3 ways mobile phones can boost customer loyalty

You have 47 opportunities a day to remind customers how great you are. Are you maximizing those opportunities?

Get 51% more purchases and visits, just by doing this …

You can never say “thank you” enough. New research proves it’s more powerful in the customer experience than most of us ever imagined.

Customers behaving badly: How to handle 4 tough situations

As hard as you work to make experiences great, some customers work harder to make them awful. Here are four real-life situations when customers behaved badly – plus effective tactics to handle them.

Customer satisfaction at a standstill: Ways to give it a boost (infographic)

Customers love self-service — until they don’t. So when they need more serious help, and contact your people, their expectations rise. Are those new expectations being met? 

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.