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The Customer Experience Implications of Food Delivery Apps

  

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[...]

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[...]

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 Experience, Customer Service

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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[...]

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