Oisin Ryan

The Customer Experience Implications of Food Delivery Apps

In 2019 the total value of food deliveries worldwide is estimated to be $107 billion (ref: Statistica) and around half of that will be delivered by third-party delivery apps. Some of these third-party platforms are showing astronomical YoY growth rates such as DoodDash in...

3 Tactics CEOs Use to Improve Customer Experience Culture

According to research by consultancy firm Morar, 100% of the 844 executives surveyed for a recent report indicated that customer experience (CX) is a key focus area for their business. The fact that only 58% mentioned sales and revenue in the same light indicates...

Who should be using CXM Software in a Chain Store?

Photo Credit: Photo by Štefan Štefančík on Unsplash One of the most common causes of poorly performing Customer Experience (CX) programs is a failure to engage staff at all levels of the organisation. In brick-and-mortar chains this risk factor is even more critical. Multi-unit businesses...

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 considered what the consumer's experience of that might be and how that impacts on their perception of your brand? Or...

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. He went on to say that Paul Hagen (Head of Customer Experience & Innovation Strategy at West Monroe Partners) believes...

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 the expectations you have created, then that brand promise can become a stick to beat yourself with. The power of...

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 nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might...

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 an escalator. I was delighted to see the above blackboard covering an entire wall in what would normally be a...

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 benchmark yourself off the bottom… benchmark yourself off the top!” (Thanks JOS!) This advice genuinely changed the way I view…

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 number to ask for it. Customers walk in the door and eat, buy something or avail of your services and...

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 on a wonderful tour of where customer communication is heading. He covered everything from bots and VR to drone deliveries...

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, I am a genuine customer of the business when I do them and try to think as such, while also...

New Posts