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Unleashing the Power of NPS in the B2C World

ServiceDock

NPS has received some bad press lately from various bloggers, but when used properly Net Promoter Systems can be an effective engagement tool for customers and employees.

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Guest Blog: Coloring Outside the Lines…Creating a NEW Customer Experience!

ServiceDock

This week we feature an article by Jeff Tobe who writes about Customer Experience and how you can apply CX thinking to your business. Customer Service Customer Experience CX Benchmarking retail Restaurant

3 Tactics CEOs Use to Improve Customer Experience Culture

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According to research by consultancy firm Morar, 100% of the 844 executives surveyed for a recent report indicated that customer experience (CX) is a key focus area for their business.

5 Reasons to Consider Alternatives to Mystery Shoppers

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Customer Service Customer Feedback Closing the Feedback Loop CX Surveys Customer Experience

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

5 User Experience Improvements to Help Increase Survey Response Rates

ServiceDock

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 data they need to improve Customer Experience offer terrible User Experience (UX).

5 Must-Read Customer Service Articles of the Week - June 20

ServiceDock

Every week I read a number of CX and Customer Feedback articles from various publications and blogs around the web. Here are my top five picks for this week with a quick summary of each

5 Must-Read Customer Service Articles of the Week - June 10

ServiceDock

Every week I read a number of CX and Customer Feedback articles from various publications and blogs around the web. Here are my top five picks for this week with a quick summary of each. Customer Feedback CX Surveys Customer Experience Voice of Customer

5 Key Success Factors in a Multi-Unit CX Program

ServiceDock

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 involved in these businesses and the geographically distributed nature of business units (i.e.

What Customer Feedback Questions Should You Ask in a Restaurant?

ServiceDock

We have a variety of different food service businesses using our product to manage customer experience (CX) and no two brands have an identical CX survey.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The Customer Experience Implications of Food Delivery Apps

ServiceDock

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 was 54.6%. They are two staggering statistics that point to a future where many restaurants will do more revenue on delivery orders than on dine-in orders.

5 Tips to Improve CX Survey Engagement Rates

ServiceDock

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.

Who should be using CXM Software in a Chain Store?

ServiceDock

One of the most common problems that leads to poorly performing Customer Experience (CX) programs is a failure to engage staff at all levels of the organisation. Customer Feedback Closing the Feedback Loop CX Surveys Customer Experience Voice of Customer

Improving NPS does not (always) equal Improving CX

ServiceDock

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 Net Promoter Score" or "how to increase NPS in a restaurant?”. The questions suggest there might be an issue with the mindset of the people conducting the searches because improving NPS is not the same thing as improving CX. This is indicative of how CX has fallen over itself.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

4 Customer Expectation Management Strategies to Improve CX

ServiceDock

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. Customer Experience

Choosing a CXM Platform for a Retail Chain: 5 Things to Consider

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CX Surveys Customer Experience CX Benchmarking retail

Using WhatsApp Business for Customer Service - Last Updated: 24 Jan 2018

ServiceDock

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 clients and other interested parties. Messaging Customer Service Social Customer Service Customer Experience

Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses

ServiceDock

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. Customer Service Customer Feedback Customer Experience Voice of Customer

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Why Messenger is the best VOC Solution for Brick-and-Mortar Businesses

ServiceDock

You know customer feedback is essential to running your retail chain, restaurant group or similar multi-location business. You want to be able to benchmark outlet performance and determine why one outlet is performing better or worse than others. You know that once a customer has left the premises dissatisfied, the chances of them returning are slim to none.

Benchmarking CX Performance in Retail, Franchise & Restaurant Groups

ServiceDock

Source: ServiceDock dashboard. In response to the frequently asked question about the best piece of advice I have ever received, I typically respond with this hard-hitting comment: Customer Experience CX Benchmarking

5 Ways to Capture Customer Feedback in Physical Locations

ServiceDock

All businesses need customer feedback, but unlike the online world, bricks 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 the haircut. Customer Feedback Customer Experience

5 Key Metrics to Measure Customer Experience (CX) in Chain Stores

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Customer Feedback CX Surveys Customer Experience NPS CES CSAT

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to set up Facebook Messenger for Business to Consumer Messaging

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Facebook Messenger Messaging Customer Service Social Customer Service

Closing the Feedback Loop should be a Goal of Great CEM!

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Customer Feedback Closing the Feedback Loop CX Surveys

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Why You Need to Capture Customer Feedback in Real-Time (and how to do it)

ServiceDock

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 delay has on future survey engagement or worse, customer loyalty. Closing the Feedback Loop CX Surveys Customer Experience Voice of Custome

The One Thing to do to Engage with Millennials

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Customer Service Millennials

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Messenger: the best VOC Solution for Brick-and-mortar Businesses [Infographic]

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Facebook Messenger Messaging CX Surveys Customer Experience Voice of Customer

3 Customer Feedback Questions that will Help Improve your Business

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Customer Feedback CX Surveys

Digital Marketer or Digital Customer Service Agent?

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5 things businesses should (but don't) know about using Facebook Messenger for Business

ServiceDock

Facebook is an amazing company. It employs thousands upon thousands of seriously talented people and has a valuation in the hundreds of billions having only been founded in 2004. Facebook Messenger Customer Service

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

How well thought out Messaging Auto-Responses improve Customer Service

ServiceDock

Nobody appreciates the voice that tells you “your business is important to us, please hold the line” when you call your electricity company. Badly scripted auto responses can easily have the same impact if they are mishandled. But well thought out auto-responses improve customer service by keeping customers informed of what is happening and helping agents be more productive. Facebook Messenger Messaging Customer Service Social Customer Care