Customer Experience News & Trends

4 ways to make one-on-one customer service as good as it can be

Could the best way to win over customers be the old-fashioned way? Here’s one company that proves personal, one-on-one customer service — not the high-tech, low-touch kind — is still the champ.

5 things customers hate about talking to you

Despite the hype that doing business online is easier than ever, customers still call. They need personal help — and they often aren’t happy with it. 

What customers really want – and how to deliver it

For everything you do to build relationships with customers, you’ll probably be surprised to see what they really want from you.

Are you keeping up with the changing role of decision makers?

Your customers have experienced a fundamental shift in their responsibilities. 

The 11 best things to say to customers

Here’s the good news: For everything that can go wrong in a customer conversation, a whole lot more can go right.

What stops us from hearing what customers really say

Nobody listens to me! Many customers feel that way — and it can destroy their satisfaction and loyalty. Here’s where the listening problems are — and how to improve the experience.

Top 10 reasons customers walk away

Customers are frustrated, and it has them walking away from companies at an alarming rate. Here’s what’s going on now — and how you can save relationships.

Top 6 responses customers hate when they want help

It shouldn’t be a surprise that customers want a seamless experience when they do business. Still, they complain that companies just don’t deliver it. What’s the problem?

The 11 worst things to say to customers

Your relationship with customers is fragile. Say the wrong words (these words), and the relationship will crumble.

6 ways to deliver outstanding experiences — online and in person

Customers’ reach is far, wide and fast, so it’s more important than ever to give them good stories to share.