ServiceDock

Improve Customer Experience by Introducing Friction

ServiceDock

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. Sometimes a little friction can be a good thing. Customer Service Customer Experience

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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

NPS 67

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

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

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

ServiceDock

Customer Feedback CX Surveys Customer Experience NPS CES CSAT

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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

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

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

ServiceDock

Customer Feedback Closing the Feedback Loop CX Surveys

CEM 55

How to set up Facebook Messenger for Business to Consumer Messaging

ServiceDock

Facebook Messenger Messaging Customer Service Social Customer Service

The One Thing to do to Engage with Millennials

ServiceDock

Customer Service Millennials

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

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

ServiceDock

Facebook Messenger Messaging CX Surveys Customer Experience Voice of Customer

3 Customer Feedback Questions that will Help Improve your Business

ServiceDock

Customer Feedback CX Surveys

Digital Marketer or Digital Customer Service Agent?

ServiceDock

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

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

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

Why Social Customer Service is now for every Business

ServiceDock

Social customer service has changed completely in the last 12 months! Facebook Messenger Messaging Customer Service Social Customer Service

How to Use Customer Insight to Drive Business Growth

Vision Critical

In a landscape full of disruption, growing your business could take a backseat to hedging your risks. New competitors can sprout when you least expect it, and choosing a growth strategy that fits your business model can be risky.

How to Handle Live Chat Customer Service During the Holiday Rush

GetFeedback

Ah, the holidays. It’s the time for sugar canes, delicious eggnog, and jolly parties with loved ones, right? Well, not exactly. For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Call Centers are the Front Line of Customer Service

inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

Is Your Customer Satisfaction Survey Dissatisfying Customers?

GetFeedback

Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

Survey 283

How to Start Improving CX in the Real World

360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

How To 569

Blue Ocean Promotes Sean Miller to Director of Workforce Management

BlueOcean

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

3 Key Pillars of a Successful NPS Program with Salesforce

GetFeedback

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. That said, why are only 18% of companies focusing on retention ?

NPS 195

5 Survey Email Subject Line Strategies to Boost Open Rates

GetFeedback

Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

Survey 272

How to Understand and Engage the Outliers in Your Organization

Customer Bliss

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Follow the CX Tea Leaves

MaritzCX

Capitalizing on Small Wins for Agility and Growth Unifying the customer experience across every channel doesn’t necessarily have to start with a fully baked, end-to-end CX plan.

What’s the Customer Loyalty Loop?

GetFeedback

The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.

CX Myth #5: Wow Customers During Every Interaction

Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

3 Business Reasons to Care About CX

Smarter CX

My daughter, Claudia, and I have a tradition when we eat ice cream at home: it’s always topped with chocolate sauce, whipped cream, and sprinkles. One day not long ago, Claudia asked me if I’d make her a bowl of ice cream.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.