Oisin Ryan

Why You Need to Capture Customer Feedback in Real-Time (and how to do it...

Photo by NeONBRAND on Unsplash.com Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you...

5 Tips to Improve CX Survey Engagement Rates

In a recent hard hitting but excellent article by Bob Thompson of CustomerThink, he pointed out that 93% of customer experience initiatives are failing....

4 Customer Expectation Management Strategies to Improve Customer Experience

In essence, customer experience (CX) is the customer’s perception of how well you live up to your brand promise. If you fail to meet...

Improve Customer Experience by Introducing Friction

It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the...

Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on...

Benchmarking CX Performance in Retail, Franchise & Restaurant Groups

In response to the frequently asked question about the best piece of advice I have ever received, I typically respond with this hard-hitting comment: “Don’t...

5 Ways to Capture Customer Feedback in Physical Locations

All businesses need customer feedback, but unlike the online world, brick and mortar businesses very often won't have a customer’s email address or mobile...

The One Thing to do to Engage with Millennials

I recently attended an event that included a presentation by Ken Hughes who is a self-described “world-renowned consumer and shopper behaviourist”. Ken took us...

Closing the Feedback Loop should be a Goal of Great CEM!

I regularly do customer feedback surveys for competitive analysis purposes (full disclosure: ServiceDock is a CEM platform for multi-location businesses). For the most part,...

New Posts