Tips from Experienced Retailers on How to Improve Customer Experience
The retail sector is expected to continue to experience enormous challenges in the new decade. More Company Voluntary Administrations (CVAs) and[...]
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[...]
By Oisin Ryan |
Categories: Customer Service, Customer Feedback, Customer Experience, Voice of Customer, NPS, CSAT
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5 User Experience Improvements to Help Increase Survey Response Rates
One of the great ironies of Customer Experience Management (CXM) as a discipline, is that many of the surveys designed to help businesses gather the[...]
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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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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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 Tina Zafeiri |
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 |
Categories: Customer Service, Customer Feedback, Customer Experience, Voice of Customer
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Why Messenger is the best VOC Solution for Brick-and-Mortar Businesses
You know customer feedback is essential to running your retail chain, restaurant group or similar multi-location business. You want to be able to[...]
By Oisin Ryan |
Categories: Facebook Messenger, Messaging, CX Surveys, Customer Experience, Voice of Customer
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