Customer Experience News & Trends

Customer Experience

Customer experience is the sum of all interactions a customer has with a single business over the duration of the customer/business relationship. To gain and keep customers, companies need to provide outstanding experiences across all facets of that relationship – including via sales, marketing and customer service interactions.

6 ways to reconnect with customers

Many customers are out of the habit of doing business. They haven’t interacted with companies – and their employees – for some time. Now it’s time to reconnect. 

Time to rock National Customer Service Week

Whether your customer experience professionals work on-site or remotely, it’s the time of year to celebrate them, your customers and all the great experiences. It’s almost National Customer Service Week – and we have plans for you. 

How to give a good response to a bad customer review

You got a bad review. Whether it was a fair assessment of the customer’s experience or not, you need to make a good response. Here’s how. 

5 tips to build customer loyalty

Good salespeople and great service professionals are the key ingredients to customer loyalty. Here are five ways they can come together to build it. 

5 ways to encourage remote CX employees

Supporting customers is challenging work. Doing it from home adds another taxing layer. Here’s help to support and encourage remote employees. 

4 CX feedback improvements with big impact

When close to everything is in upheaval, you probably want to make the smallest changes with the biggest impact on an improved customer experience. Here’s the help you’re looking for. 

How to help your remote CX team excel

Whether your CX team is side-by-side and socially distanced or working remotely, you want them to do the best job possible for customers.    

Want to improve the customer experience? Act like a startup

Author Karen Lamb wrote, “A year from now, you will wish you had started today.” It’s a mindset the fastest-growing startups have taken toward the customer experience. And any organization that wants to improve the customer experience will want to take it up, too. 

Why customers don’t ask for help when they should

Remember that last disaster a customer brought to you? If only he’d asked for help sooner, you could’ve prevented it, right?! Here’s why customers don’t ask for help when they should – and how you can get them to speak up sooner. 

Why personalization is key to great customer experiences

Solving the right problem is one thing, but doing it with a personalized attitude is a completely different story. In the overly saturated business landscape of today, the real success lies in helping your customers in the same way you would help your close friend. 

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!