Customer Experience News & Trends

Want to take service to the next level in 2018? Answer these 4 questions

Your service is good. But if you’re reading this, you likely want it to be great. Here’s help in taking your service – and the overall customer experience – to the next level in 2018.

6 cues customers give when they want something more

Customers give clues every day as to what will make them raving fans. Are you listening closely enough?

4 inexpensive – yet priceless – holiday gifts for your customers

You probably want to thank, and maybe even reward, customers this holiday season. Here are four inexpensive ideas that will feel priceless to customers.

Never do these 5 things to customers

Most customer experience professionals go to great lengths to avoid mistakes that will bug customers. But it can still be easy to overlook subtle missteps that can destroy customer trust.

7 reasons to fire customers, and how to do it right

Most companies wouldn’t hold onto a bad, unprofitable business practice. So why would they hold onto bad, unprofitable customers?

6 unforgivable sins of customer service

The best way to deal with a customer service problem is to prevent it from happening in the first place. A recent survey pinpointed the six leading causes of customer dissatisfaction. 

The 1 factor that will boost customer satisfaction most

If you want to improve the customer experience – and you have limited resources to do so – here’s the one factor that will make the biggest impact …

What’s next in the customer experience? Just look to Amazon

If you wonder what customers will want next, look to Amazon. The online giant transformed the customer experience for nearly all industries — and here’s what you can learn from what Amazon has done and will do.

8 things you should be saying to customers

Got a message for your customers? Say it like this.

Surprise: This is biggest influence on customers’ decisions to buy

Ever order a sandwich because your friend or spouse did, and it just sounded good? That simple act could be the best lesson you’ve ever had in why customers buy — and how you can get them to buy more.