Customer Experience News & Trends

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.

Where have all the customers gone? Why loyalty stinks now

Customers fall in and out of love with companies almost as fast as teenage girls do. This is why loyalty is on the fritz.

Rage is on the rise: What should customer service pros do about it?

Rage is a rising occupational hazard for customer service professionals, according to new research. Here’s what they can do about it.

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. 

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.

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: