If you’ve ever worked the front lines, where you’re directly dealing with customers, you know that sometimes, a customer can’t be satisfied. It’s always a challenge dealing with a difficult customer, but many times, companies have hard and fast rules for how to engage with these customers, leaving employees in the position of facing anger, frustration, yelling, and even sometimes rage.

If you've ever worked the front lines, where you're directly dealing with customers, you know that sometimes, a customer can't be satisfied. It's always a challenge dealing with a difficult customer, but many times, companies have hard and fast rules for how to engage with these customers, leaving employees in the position of facing anger, frustration, yelling, and even sometimes rage.

Customer satisfaction is at its lowest point in the past two decades. Companies must focus on 10 areas of the customer experience to improve satisfaction without sacrificing revenue. The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction.

Customers are, more often than not, willing to talk about your business. When they do talk, the information they share is called customer feedback, and it can help you improve all aspects of your business. In this post, learn exactly what customer feedback is, why it’s important, and discover insight from HubSpot experts about the specific benefits it brings.

Oftentimes our sales strategy is so focused on closing the deal with new clients, that we forget one of our largest potential revenue sources: our existing customers. Past or current customers are already familiar with your brand, products, and sales process, and have built up a significant amount of trust. That’s why it’s up to six times cheaper to sell to a previous customer than a new one.