By Oisin Ryan |
Categories: Customer Feedback, CX Surveys, Customer Experience, NPS, CES, CSAT
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Why You Need to Capture Customer Feedback in Real-Time (and how to do it)
Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you considered what the[...]
By Oisin Ryan |
Categories: Closing the Feedback Loop, CX Surveys, Customer Experience, Voice of Customer
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4 Customer Expectation Management Strategies to Improve CX
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[...]
Improving NPS does not (always) equal Improving CX
We recently ran a customer experience (CX) focused AdWords campaign and it amazed us how many people were searching for something like "tactics to[...]
By Oisin Ryan |
February 57 2018
Categories: CX Surveys, Customer Experience, CX Benchmarking, retail
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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[...]
By Tina Zafeiri |
February 39 2018
Categories: Facebook Messenger, Messaging, CX Surveys, Customer Experience, Voice of Customer
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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[...]
By Oisin Ryan |
January 31 2018
Categories: Customer Service, Customer Feedback, Customer Experience, Voice of Customer
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Using WhatsApp Business for Customer Service - Last Updated: 6 March 2018
Note! The intention of this post is to keep businesses updated on the rollout of WhatsApp Business. We will update it regularly for the benefit of our[...]
By Tina Zafeiri |
January 25 2018
Categories: Messaging, Customer Service, Social Customer Service, Customer Experience
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Benchmarking CX Performance in Retail, Franchise & Restaurant Groups
Source: ServiceDock dashboard
In response to the frequently asked question about the best piece of advice I have ever received, I typically respond[...]
