Customer Experience News & Trends

5 customer experience trends you should act on now

The customer experience is ever-evolving. If you don’t stay in stride with the trends, your customers will likely find a company that’s in sync with their changing needs.

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3 ways to make your contact center more efficient

Of all the things customers want, “faster” has to be at or near the top of their list. To meet that need, contact centers are always on a quest to increase efficiency. Here are three proven ways to do it.

Forget training: Keep the water cooler full instead

If you see a group gathered around the water cooler, and are inclined to tell them to get back to work, stop yourself. You’ll be getting in the way of an improved customer experience.

5 ways to keep more customer experience heroes on your team

The best customer care professionals are often equipped with super powers to calm, cheer and solve. And when you have a team of those heroes, you don’t want to lose anyone. Here’s how to keep the team strong.

Reasons sales coaching fails and how to fix it

Research shows that within 60 days of a coaching exercise, 87% of the content is lost by your salespeople. Why?

5 mistakes leaders make that kill the customer experience

Many managers make subtle mistakes that mess with employees’ abilities to do a great job, as well as customers’ experiences with the company. Could you be making them, too?

Are customers smarter than your employees?

Your front line employees are well-trained and at-the-ready. Your customers have the Internet and time to devote to researching you. So who’s smarter?

3 best practices your sales force needs in 2012

If “increase sales” occupies a spot on your organization’s 2012 to-do list, there’s brand new information you need to know about.

3 lessons every company can learn from the Netflix debacle

When Netflix recently decided to change its pricing model, it set off a chain reaction that could ultimately result in the loss of nearly 3 million customers.