There’s no time like now to show customers love and gratitude. Here are 11 ways to make it special. Any time of the year – and especially after a year like the last one – is relevant to thank customers and send some gratis their way. But while our hearts and minds are on love […] [MORE]
What the post-pandemic customer experience looks like
Challenge. Change. Continue. If you’re a customer service pro, that was the pandemic M.O. What’s next? The Salesforce Fourth State of Service Report uncovered trends that emerged for customer experience and service professionals from the pandemic. The experience is more important than ever to customers who were rattled by COVID-19. So the findings will help […] [MORE]
4 reasons customers dump you – and how to prevent it
Customers are surrounded by options – even in the confines of their homes and home offices. But they’ll only dump you if you make one of these missteps. Commit these, and you can lose good customers. Of course, you likely try to avoid it. Yet, it happens. “Every single day, businesses lose people they’d like […] [MORE]
5 customer types come out of isolation: How to serve them
Pandemic-induced isolation forced new buying habits. Here are the five new customer types that emerged – and how you want to serve them now. Researchers at HUGE uncovered how the buying landscape changed through the last year. They looked into what customers experienced, felt and wanted. That helped researchers come up with five new customer […] [MORE]
4 top trends for the 2021 customer experience
We all hope most things look different in 2021 – and the customer experience is no different. Here’s where experts say the biggest changes will be – and how you can adapt. Customers will expect different kinds of experiences – distanced, efficient and personal, at least for some time, according to the Intercom’s 2021 Customer […] [MORE]
Top 10 CX stories of 2020
Before we turn the page on 2020, let’s look at what worked in this unprecedented year – the stories our CXI readers touched most. The top-rated stories were full of expert advice, real-life strategies and best practices in customer experience, sales and service. Better things are ahead in 2021, and these timely stories will help […] [MORE]
3 ways to build customer trust in the new year
One more casualty of 2020: Customer trust.
3 things customers need most from you now
Customer experience pros: Crank up the empathy! It’s one thing customers need more than ever from you now.
5 customer service lessons from the late Tony Hsieh
If you’ve been writing – and reading – about customer service as long as I have, you know the late Zappos founder Tony Hsieh was a pillar in this field. His ideas and ideals hold true today. Hsieh pioneered the new customer experience. I covered a conference where he spoke more than a decade ago, […] [MORE]
5 ways to retain more customers in 2021
Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention.
