If you ask 500 people what they would ideally like to hear on hold, you can guarantee some people would say ‘nothing, I don’t want to be on hold”. And that is, of course, a fair point! Customers wouldn’t need to be parked in an ideal world, waiting for the Read more…
1. Begin with customer experience in mind Steve Jobs said, “You have got to start with the customer experience and work back towards the technology- not the other way around.” Your customers are your most valuable assets. It is important to consider what you would like your customers to get Read more…
Captivate Connect exists to disrupt the traditional on hold service offerings with solutions to improve customer experience, as well as give businesses the option to stand out from the monotonous crowd. Traditional on hold is boring, repetitive, and has been done before. Callers have come to expect a royalty-free, uninteresting Read more…
Accenture found that 87% of organisations say that traditional service experiences no longer satisfy customers. In the increasingly commoditised world with more distractions than ever, companies have less and less time to capture the fleeting attention of their ideal customer. With an attention span of just 8 seconds, being able Read more…
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…
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…
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…
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…
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 some VO work myself. It was great fun as I knew every customer personally, and all about their business. I Read more…