Customer Experience News & Trends

Social Media

Social media (Facebook, Twitter, LinkedIn, Google+) has arrived as a bona fide marketing, sales and customer service channel. Today’s customers expect businesses to be active and engaging on social media. The engaging part, however, is difficult to pull off. Companies must be careful on social media to provide the right mix of promotional, educational, entertaining and helpful content.

Case study: How we divided and conquered social service

There’s a social media marriage that probably needs a separation. The two parties almost always function better on their own.

How to make proactive social customer service work better

Social media has made proactive customer service easier than ever. Are you capitalizing on this opportunity to boost customer loyalty?

5 of the worst customer service stories — and lessons you gain from them

There’s one good thing about acts of bad customer service: People who care about the customer experience (like you!) can learn valuable lessons on how to be better from them.

How online reviews affect the bottom line

Online reviews are more than a pat on the back or a testament to your customer experience. They can have a serious impact on the bottom line, new research found.

What customers really think about self-service

You offer self-service because that’s what companies do these days. But is it what customers really want?

4 social customer service myths – and how to move past them

Only big companies can do social customer service well, right? Wrong. That’s just one social service myth we need to debunk.

Ways to make online chat as good as a real conversation

Customers want to chat online almost as much as they want to do it on the phone. Can you make the digital experience as good as the personal one? Yes, you can. 

Creating an effective online experience for B2B customers

Most B2B companies aren’t giving customers the digital credit they deserve — and the customer experience could be hurting for it.

Are you maximizing your website? If not, here’s how

Every company has a website. But some companies aren’t using their sites to maximize the customer experience. Do you?

Why you need an online community – and how to make it great

Here’s why you want to let some customers love you and then leave you (sort of).