Customer Experience News & Trends

Twitter and the customer experience: 7 best practices

Would anyone have guessed 10 years ago that a customer experience could be whittled down to 140 characters? Yet today, Twitter can be a powerful tool in creating bold customer relationships.

3 proven ways to connect with younger customers

If you struggle to connect with younger, tech-savvy customers, here’s help.

11 phrases that have no place in customer conversations

What you say to customers leaves a lasting impression of you and your company. That’s why it’s important to choose your words carefully.

22 ways to add value to your social media experience

We write a lot about customers’ increasing appetite for social media. How can you possibly fill that hunger? Here are 22 ideas.

The top 8 reasons customers may not like you

Customers want to like you. After all, they chose to do business with you. But you might be doing some of these things they despise.

3 ways to increase buying and revenue

“It is less expensive to keep the customers you have than to try to go out and win new customers,” said Bill Gessert, president of the International Customer Service Association. 

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 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. 

80% of customers want you to do this

About 80% of your customers are waiting for you to do something. Yet, many companies are falling short in this area.

Case study: How we divided and conquered social service

There’s a social media marriage that probably needs a separation. The two parties almost always function better on their own.