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…
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…
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…
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…
Disrupting the On Hold Industry Established in 1994, Captivate Connect has grown exponentially in the last twenty years, spanning continents and time zones to provide businesses with the best possible Read more…
When I first started Digital Marketing Australia Pty Ltd in 1994, I was it. I was the sales team, I wrote the advertising copy, organised the voices and even did Read more…
Customer journey mapping is vital to understand what your customers see and encounter. Several pathways can lead to an interaction with your business. Any business with a brick and mortar Read more…
Do you know how long your customers are waiting on hold, in the queue to speak to a company representative? What is the maximum amount of time someone has had Read more…
In an age of market oversaturation and competition galore, just one experience can be the difference between keeping or losing a valuable customer. Detailed in their 2020 CX trends report, Read more…
In their influential book “Building Great Customer Experiences” (2002) authors Colin Shaw and John Ivens define customer experience as simply “… a blend of a company’s physical performance and the Read more…