Customer Experience News & Trends

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: 

The one thing customers care more about than their problems

When customers have a problem, you’d think that would be the main thing they cared about. But new research suggests one thing is more important.

How to make proactive social customer service work better

Social media has made proactive customer service easier than ever. Are you capitalizing on this opportunity to boost customer loyalty?

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.