Customer Experience News & Trends

Top 10 customer experience stories of 2019

Gear up for the 2020 customer experience by seeing what worked best in 2019. 

Last year was full of research, expert advice and best practices in the customer experience, service and sales. Those ideas and techniques will help you make the experience even better now. 

Here are the stories that were top-rated by our readers, visited time and again. They give insight into what mattered most to the people like you, who deliver customer experiences.

Here are the top stories from Customer Experience Insight in 2019:

  1. 19 ways to sell more to existing customers. Sales, service and experience professionals can learn here for a more successful year.
  2. 16 Customer Service Week ideas to pull your celebration together. A perennial favorite. Here are ideas to kick off or build up next year’s celebration.
  3. 23 of the best things to say to an angry customer. Another perennial favorite. This advice never gets old or goes out of style.
  4. The 11 best things to say to customers. On the other hand, here are the things every customer likes to hear over and over.
  5. How to manage customer expectations – even when they’re unreasonable. Customers often expect more than you can do. Fortunately, it’s possible to manage their expectations, deliver what you can and keep them happy.
  6. 7 writing skills you’ll need to please customers. As customers increasingly type, not call, these skills – and this story – are timeless.
  7. Customers want more: 5 new expectations you must meet now. Their expectations shift – and you must be ready.
  8. 7 ways to show customers you really care. You can have the most efficient experience in the industry, but if customers don’t feel like you care about them, they won’t stay loyal.
  9. 8 steps to closing any customer. Sales is not mystical or mysterious. It follows a logical progression.
  10. 5 intelligent ways to handle irate customers. Rational or irrational, you can handle any kind of anger or frustration with intelligence.

5 Essential Strategies for Managing a Multi-Generational Workforce in Your Contact Center

Take a couple minutes today and simply look out onto the production floor of your contact center. Chances are pretty great that you are seeing a diverse group of people that span across several generations.  Read more!

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