Customer Experience News & Trends

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. 

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). 

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.

6 ways to control — or prevent — customer rage

Customers are angry because no one listens to their complaints. And research shows they’re mostly right.

How the best B2Bs create award-winning customer experiences

Even big retail giants can learn something from some scrappy B2Bs who are winning at the customer experience game. Here are the secrets of those B2Bs.

6 low-cost ways to improve customer service

With just a few tweaks you can turn average customer service into exceptional experiences — which is exactly what customers are waiting for.

What the holidays will do to customer expectations — and how to prepare

You don’t have to be in retail to feel the effects of changing customer expectations due to the holiday season. Here’s what your customers want now.