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, customer experience is the sum of the entire customer journey within your business. Gartner defines customer experience as the customer’s Read more…
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, the logistics and cash flows, these are system and procedure-based functions without which a business would fail. We can measure Read more…
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 waiting, patronising and aggravating them. A happy caller creates a seamless and positive experience for all involved- from the customer Read more…
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 is time to hang up the boots and set your status to retired. In today’s society, we live in the Read more…
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 allows your phone to take over the tedious task of waiting on hold, a pain point for many. Call wait Read more…
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 of a customer making a purchase and encompasses every touchpoint- from the first interaction with the business to well beyond 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, support or service calls? If not, you need to. Utilising analytics within all communication channels is vital to business success. 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 find a new way of working. As the light at the end of the tunnel begins to get brighter 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 people. All the salespeople were on commission only, so they were the definition of ‘coin operated’. My challenge was to 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 tools to captivate their callers on hold. The on hold industry has been commoditised by big businesses with a focus Read more…