The Age of The Customer
Today the phrases “Voice of the Customer” and “Age of the Customer” come up as topics of discussion in almost every business conversation. We are informed by sources that these Read more…
Customer Experience vs. Customer Service
Forrester defines the difference between customer service and customer experience as that while customer service is one piece of the puzzle — focused on human interaction and directly supporting customers, Read more…
Measure, Analyse, Improve
In business, we know the old adage of what gets rewarded gets done. Another truism is what is measured can be improved. It’s simple to measure the output, the sales, Read more…
Four Clichés in On Hold Messaging You Should Avoid
Beginning by thanking the caller. People don’t want your thanks, they want you to answer their call. By thanking them for calling or holding, you remind them that they are Read more…
It’s Time to Shift Your Focus Outside-In
If you own or manage a business and your decision making is still based on what you want, and are all about putting yourself before the customers – then it Read more…
Let the Battle Begin! Perth company takes on Google
Google has recently announced the addition of a feature coming soon to the Australian market upon the release of their latest Google Pixel (6) called ‘Hold for Me’. Simply, it Read more…
Improving Customer Engagement | On Hold Messages
What is customer engagement? HubSpot says that “Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer.” This extends beyond the bounds Read more…
Analytics are Driving Business Success
Do you own or manage a business? Are you using analytics to measure the success of a social media campaign or the effectiveness of how your employees are managing sales, Read more…
The Future of Flexible Working and VoIP
2020 and 2021 have proved to be difficult years for businesses everywhere. As the world is ravaged by a pandemic of epic proportions, businesses have learned to accept, adapt, and Read more…
Improve Customer Experience, Retain Business
Many years ago, I learned that in the commoditised world, getting people to remember you is a challenge. Then, I managed a business with 600 sales reps and 300 support Read more…
