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

 

Are you sending out CX (customer experience) surveys days or even weeks after the customer interaction? If so, have you considered what the[...]

5 Tips to Improve CX Survey Engagement Rates

 

In a recent hard hitting but excellent article by Bob Thompson of CustomerThink, he pointed out that 93% of customer experience initiatives are[...]

By Oisin Ryan | March 89 2018

Categories: Customer Feedback, CX Surveys

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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

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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

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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

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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[...]

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