5 Key Success Factors in a Multi-Unit CX Program
Managing customer experience in a multi-unit business is more difficult than it is in most single point of contact businesses. The volume of people[...]
By Oisin Ryan |
Categories: Customer Feedback, Closing the Feedback Loop, CX Surveys, Customer Experience, Voice of Customer
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The Customer Experience Implications of Food Delivery Apps
In the first half of 2018 the total value of food deliveries made by the top 5 third party delivery apps in the USA was $5 billion and YoY growth[...]
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[...]
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[...]
