Oisin Ryan
CustomerThink
Ireland
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Past articles by Oisin:
CX Considerations when Reopening Stores After the Lockdown
Photo by Sunyu Kim on Unsplash (amended by Oisin Ryan) I’m not a pandemic expert and I don’t have a crystal ball, so I’m not going to speculate as to when the COVID-19 lockdown will come to an end and if there will be more in the future. However, whether the current lockdown lasts a few weeks or many months, it will undoubtedly have huge short and long term implications for retailers. For some,… → Read More
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 operate like a group of independent businesses, with each location having its own management team and… → Read More
Why You Need to Capture Customer Feedback in Real-Time (and how to do it in brick-and-mortar businesses)
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 have you thought about some of the great opportunities the delay in your process precludes? Do you wonder what impact the… → Read More
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 that the vast majority (75%) of failures are due to poor execution. Hagen’s key recommendation to improve execution is…… → Read More
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 social media means that such a stick can be quite devastating because individual customers can cause more damage to your brand than ever before. Most… → Read More
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 abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and… → Read More
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 staff only area. This kind of initiative is commendable and no doubt it has helped the brand build its reputation for being very customer-centric.… → Read More
Benchmarking CX Performance in Retail, Franchise & Restaurant Groups
> “Don’t benchmark yourself off the bottom… benchmark yourself off the top!” (Thanks JOS!) → Read More
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 then leave. As a business owner, you can ask them in person if they enjoyed the meal, had a good checkout experience or were satisfied with… → Read More
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 and flying autonomous cars. It was very entertaining and really interesting, but I felt it lacked a little in terms… → Read More
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 making notes on the survey solution. Some of these surveys can be extremely tedious and drawn out, but the most frustrating… → Read More