Customer Experience News & Trends

Michele McGovern

Michele McGovernMichele's a journalist with decades of experience working for local and national newspapers, business publications and websites.
Her career started at small-town daily newspapers, moved through large city wire services and business journals and landed in the business information publishing market.
She has covered the customer service and sales fields for more than 20 years, writing everything from white papers for upper-level executives to daily online posts for practitioners.
She graduated with a B.A. in Communications from Clarion University of Pennsylvania and often wishes this bio didn't reveal how very long she's been doing this.


7 ways sales, service and the experience can boost customer loyalty

Sales, service and customer experience professionals can build customer loyalty by constantly focusing on one critical factor: customer needs. Here’s how.

11 things you should never say to customers

The wrong words can derail a customer experience in a flash. To avoid the crash, here are 11 things you should never say to customers. 

Top 5 factors to gain customer loyalty (infographic)

If you want to improve customer loyalty, here are the five areas where you need to focus. 

How to rebound from a service mistake – and keep customers loyal

You messed up, and customer loyalty is on the line … until a service pro swoops in to save the day. Here’s how to rebound from a service mistake like a superhero. 

Top 10 customer experience stories of 2019

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

4 ways to crank up customer engagement

The first customer experience is a lot like a first date. You got them interested enough to say yes. But your work isn’t done. You’ll need to do more to keep them engaged – and agreeable to more dates! For the customer experience, here are four ways to crank up engagement. 

10 ways to thank customers for their business this year

If it weren’t for customers, you wouldn’t be in business. So it’s always a good time to thank them. But it’s even more important now. 

4 ways to build rapport with new customers

Anyone who touches the customer experience can drive loyalty with one powerful skill: rapport-building. 

Why good isn’t good enough – and how to get better

More than two-thirds of customers say their standards for the customer experience are higher than ever, according to research from Salesforce. They claim today’s experience often isn’t fast, personalized, streamlined or proactive enough for them. Yep, you might have thought that something — not everything! — was wrong. But customers have gripes that run the […] [MORE]

Here’s proof customer service is most critical part of your company

Without great customer service, your company could sink! Scary, but research-proven true. Here’s what you need to know (and do).