Customer Experience News & Trends


Marketing is where the customer experience begins. If your marketing communications don’t strike a chord with customers you won’t have a chance to deliver strong sales and service experiences.

Short words you should not use with customers

In business, we often need to speed up conversations and transactions with customers. But some conversation shortcuts just shouldn’t be used.

50% of customers quit surveys: Ways to get more responses

You could probably double the amount of valuable customer feedback you get if you approached surveying like this:

Exciting email secrets from industry insider

We just sat down with Matt Highsmith, president/CEO of TailoredMail, an email marketing and automation software firm, about what’s working in email right now — and what trends will soon emerge. Our talk produced some juicy tips for emailers.

6 worst marketing train wrecks of 2013

Some companies fell flat on their faces in 2013. Here are some whose marketing campaigns went off the rails of good sense for your New Year’s rubbernecking pleasure. 

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Can you pass this sales and marketing quiz?

With all the changes taking place almost daily in most markets, it’s hard for salespeople and marketers to keep up. Here’s a quiz that will let you know where you stand today.

How to create white papers that attract the best leads

White papers are excellent tools for driving leads and sales. They’re designed to do two primary things: educate and persuade. 

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Top 5 ROI-producing types of marketing content

It’s getting harder to grab eyeballs online if you’re not doing some form of content marketing.

How well do you know the competition? 6 questions you should be able to answer

Tough competitive situations are a fact of business life. Success is measured by your ability to take from competitors’ existing market shares as you protect your customer base.

5 ways to make transactional emails better

Those easy emails – the kind you send to confirm orders or to notify customers of a shipment or order changes – can be so much more than transactional messages. When done well, they can be customer relationship builders.

Before you call another customer, you must know these new laws

If you call customers to tell them about products, promotions or special events, beware: New laws may seriously affect how you handle those outbound calls.