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3 Ways Store Layout Decisions Impact on Customer Experience

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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. It simply stated: Customer Experience retail

Unleashing the Power of NPS in the B2C World

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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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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.

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

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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

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.

Tips from Experienced Retailers on How to Improve Customer Experience

ServiceDock

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.

5 User Experience Improvements to Help Increase Survey Response Rates

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5 Reasons to Consider Alternatives to Mystery Shoppers

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

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

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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 Key Success Factors in a Multi-Unit CX Program

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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.

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.

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

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.

5 Tips to Improve CX Survey Engagement Rates

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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.

The Customer Experience Implications of Food Delivery Apps

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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.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Who should be using CXM Software in a Chain Store?

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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.

4 Customer Expectation Management Strategies to Improve CX

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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

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

Your Complete Customer Engagement Handbook

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

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

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CX Surveys Customer Experience CX Benchmarking retail

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

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

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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

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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

How to Create an Exceptional Customer Experience

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

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

How to set up Facebook Messenger for Business to Consumer Messaging

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Facebook Messenger Messaging Customer Service Social Customer Service

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

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Customer Feedback CX Surveys Customer Experience NPS CES CSAT

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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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

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

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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Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

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

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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

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

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

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

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.