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
Imagine you walked into a department store you frequent, knowing exactly what you wanted, but the product was behind a locked door. All you need to do is find a staff member to unlock this door for you, and you will be on your way. You walk up to a Read more
Your on hold system is often the first touchpoint a customer will have with your business- and as we all know, first impressions count. Should a customer call your business for information or support, it is important to greet them in a memorable manner, setting the foundations for a positive Read more
How would you like your callers to feel when they interact with your business, or pick up the phone to contact you? Would you prefer for them to feel at ease and friendly with your company, or perhaps professional and formal? The main points to consider are; Who are you, 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
As a marketing professional or business owner it is easy to get overwhelmed with efforts to attract new leads. Every cold call, paid ad and social media post is crafted to push a sale of your product or service. Whilst outbound marketing on digital channels is of course important, inbound Read more
As 2021 wraps up and the world finds its footing with fewer restrictions, it is more important than ever to create a point of difference in your customer service. Customers no longer accept the generic and dull offerings of traditional businesses and instead expect you to go above and beyond Read more
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 concepts are of extreme importance to understanding how to conduct business today. But do we truly understand what they mean? 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
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