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…
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…
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…
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 storefront visited by customers will invest considerably in space, décor, cleaning, lighting, and staff to present the business in the 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 to wait on hold? How many calls have to go on hold rather than be answered immediately? What is your 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, Zendesk reported that “Roughly half of customers say they would switch to a competitor after just one bad experience. In Read more…