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.

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.

How to deal with negative people

When you work with customers, you anticipate you’ll deal with a cranky one from time to time. But this year has generated a lot of negativity – and you likely face more crankiness than ever. 

5 ways to show customers thankfulness

Whether 2020 hurt or helped you, customers are the linchpin that kept businesses running. So this could be the most important year ever to thank them.