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[...]
By Oisin Ryan |
Categories: Customer Experience, CX Surveys, Customer Feedback, Closing the Feedback Loop, Voice of Customer
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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: Voice of Customer, Customer Experience, CX Surveys, Closing the Feedback Loop
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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: Customer Experience, CX Surveys, 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: Voice of Customer, CX Surveys, Customer Experience, Messaging, Facebook Messenger
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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 Experience, Customer Service, Voice of Customer, Customer Feedback
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