How Retailers can Get Started with Google Business Messaging
ServiceDock
MARCH 10, 2020
ServiceDock
How Retailers can Get Started with Google My Business Messaging
ServiceDock
MARCH 10, 2020
Retail 
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How Retailers can Get Started with Google My Business Messaging
ServiceDock
MARCH 10, 2020
Retail 62
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Tips from Experienced Retailers on How to Improve Customer Experience
ServiceDock
DECEMBER 30, 2019
The retail sector is expected to continue to experience enormous challenges in the new decade. More Company Voluntary Administrations (CVAs) and liquidations are expected resulting in mass store closures and redundancies. Grim times indeed. But not all retailers are suffering equally and there are examples of brands who are opening new stores and appear to be doing very well from the outside looking in.
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3 Ways Store Layout Decisions Impact on Customer Experience
ServiceDock
NOVEMBER 4, 2019
A recent post on LinkedIn by business mentor Miriam Simon got me thinking about the relationship between store layout and customer experience. Miriam’s post was short and to the point.
Unleashing the Power of NPS in the B2C World
ServiceDock
AUGUST 23, 2019
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. We usually hear this in relation to business-to-business scenarios, but the principles and concepts for Net Promoter Systems hold true for classic business-to-consumer models, too.
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Guest Blog: Coloring Outside the Lines…Creating a NEW Customer Experience!
ServiceDock
JULY 10, 2019
This week we feature an article by Jeff Tobe who writes about Customer Experience and how you can apply CX thinking to your business.
5 Must-Read Customer Service Articles of the Week - June 20
ServiceDock
JUNE 20, 2019
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.
3 Tactics CEOs Use to Improve Customer Experience Culture
ServiceDock
JUNE 10, 2019
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. The fact that only 58% mentioned sales and revenue in the same light indicates that there’s widespread awareness that delivering great CX naturally leads to stronger financial results.
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5 Must-Read Customer Service Articles of the Week - June 10
ServiceDock
JUNE 10, 2019
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.
What Customer Feedback Questions Should You Ask in a Restaurant?
ServiceDock
MAY 10, 2019
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. That’s not at all surprising because a quick service restaurant will have a different service setup to a fine dining restaurant and different management teams will have varying areas of focus.
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5 Key Success Factors in a Multi-Unit CX Program
ServiceDock
MARCH 4, 2019
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. stores, restaurants etc) makes training, monitoring and communicating much more challenging. And that makes implementing a Customer Experience (CX) program more difficult.
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The Customer Experience Implications of Food Delivery Apps
ServiceDock
DECEMBER 16, 2018
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. That is something few would have envisioned only a couple of years ago and, unless you’ve always run pizzerias or Chinese takeaways, is the biggest change the restaurant industry has seen for decade
Who should be using CXM Software in a Chain Store?
ServiceDock
AUGUST 20, 2018
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.
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5 Key Metrics to Measure Customer Experience (CX) in Chain Stores
ServiceDock
AUGUST 7, 2018
Metrics 48
48 Why You Need to Capture Customer Feedback in Real-Time (and how to do it)
ServiceDock
MAY 27, 2018
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.
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48 5 Tips to Improve CX Survey Engagement Rates
ServiceDock
MARCH 30, 2018
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.
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4 Customer Expectation Management Strategies to Improve CX
ServiceDock
MARCH 16, 2018
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.
Improving NPS does not (always) equal Improving CX
ServiceDock
MARCH 9, 2018
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.
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88 Choosing a CXM Platform for a Retail Chain: 5 Things to Consider
ServiceDock
FEBRUARY 26, 2018
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Improve Customer Experience by Introducing Friction
ServiceDock
FEBRUARY 16, 2018
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 service centres.
Messenger: the best VOC Solution for Brick-and-mortar Businesses [Infographic]
ServiceDock
FEBRUARY 8, 2018
Infographics 48
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Emotions: The Key to Increasing NPS in Brick-and-Mortar Businesses
ServiceDock
JANUARY 31, 2018
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.
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79 Using WhatsApp Business for Customer Service - Last Updated: 24 Jan 2018
ServiceDock
JANUARY 25, 2018
Note! 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.
Benchmarking CX Performance in Retail, Franchise & Restaurant Groups
ServiceDock
JANUARY 19, 2018
Source: ServiceDock dashboard.
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Why Social Customer Service is now for every Business
ServiceDock
APRIL 21, 2017
Social customer service has changed completely in the last 12 months!
How well thought out Messaging Auto-Responses improve Customer Service
ServiceDock
MAY 14, 2017
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.
5 things businesses should (but don't) know about using Facebook Messenger for Business
ServiceDock
JUNE 9, 2017
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.
Company 48
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3 Customer Feedback Questions that will Help Improve your Business
ServiceDock
NOVEMBER 28, 2017
Feedback 59
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How to set up Facebook Messenger for Business to Consumer Messaging
ServiceDock
DECEMBER 7, 2017
Consumers 74
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5 Ways to Capture Customer Feedback in Physical Locations
ServiceDock
JANUARY 2, 2018
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.
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Why Messenger is the best VOC Solution for Brick-and-Mortar Businesses
ServiceDock
JANUARY 10, 2018
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.
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