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Oisin Ryan

Oisin Ryan

Oisin is the Founder and CEO of ServiceDock, which is a Customer Experience Management platform for Multi-Location Businesses

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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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[...]

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

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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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