Customer Experience News & Trends

Are you really driving customers to action?

Are you doing things that make customers want to buy, learn or interact more? Most customer experience leaders admit that they …

4 social media mistakes to avoid when serving customers

Social media can be the fastest, most fun way to help customers. But its freshness also makes it prime for customer service faux pas.

Should you allow social media use in the contact center? Research says …

You probably use social media to connect with customers. But should you let contact center employees use it for personal reasons at work, too? Researchers might have the answer for you.

Phone falls, digital rises: Are you ready for this experience?

Is the phone destined to be the tool of last resort in the customer experience?

7 social media mistakes that drive customers away

Social media is arguably the best way to interact with the bulk of your customers at one time. But customers can turn against you if you take on some bad social media habits.

3 ways to reset customer satisfaction after a mishap

You don’t have to look far or long to find a customer service mishap. However, it’ll probably take longer to find an effective rebound from it. But these proven strategies can change the course on recoveries.

Peer-to-peer communities: 6 ways to make them your best customer service tool

The best person to help a customer in need may not be one of your employees. 

How empathy pays off

Empathy isn’t just a wishy-washy tool for customer service pros to use. Nowadays, empathy across channels will improve customer experiences and boost business.

3 great ways to handle customer complaints on Twitter

Few things travel faster than bad news — especially when Twitter is the mouthpiece. So when customers take their gripes to the limited-word social media site, you want to get in there fast.

4 better ways to connect with customers than via social media

Social media is all the buzz in the customer experience world. But you’ll find there are more effective ways to connect with customers to further your relationship with them.