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4 Customer Expectation Management Strategies to Improve CX


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[...]

By Oisin Ryan | March 75 2018

Categories: Customer Experience


Improving NPS does not (always) equal Improving CX

We recently ran a customer experience (CX) focused AdWords campaign and it amazed us how many people were searching for something like "tactics to[...]

By Tina Zafeiri | March 68 2018

Categories: Customer Experience, Voice of Customer


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[...]

By Oisin Ryan | February 47 2018

Categories: Customer Service, Customer Experience


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[...]

Using WhatsApp Business for Customer Service - Last Updated: 6 March 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[...]

Benchmarking CX Performance in Retail, Franchise & Restaurant Groups

Source: ServiceDock dashboard

In response to the frequently asked question about the best piece of advice I have ever received, I typically respond[...]

By Oisin Ryan | January 19 2018

Categories: Customer Experience, CX Benchmarking


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


You know customer feedback is essential to running your retail chain, restaurant group or similar multi-location business. You want to be able to[...]

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[...]

By Oisin Ryan | January 02 2018

Categories: Customer Feedback, Customer Experience


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