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…
Hello 2022! After two years of tumultuous times and uncertainty, the world is adjusting to the new normal. Staff are back in their offices, meetings and events are able to proceed with caution (in person!), and a new world of B2B marketing possibilities has opened up. Undoubtedly, your customers are Read more…
We know that one of the first music-for-money playing devices was invented by Louis Glass in San Francisco. Glass was an innovator, and somewhere around 1879, he’d gotten burned out working with old technologies, so he left his cushy job manning the telegraph lines for Western Union. He knew that Read more…
Though it shows my age, I miss the cassette tape players. Remember them? They were high tech after the reel to reel systems which were hard to splice and difficult to store. The cassette tape was the first ‘technology’ that I used in our early days of on hold messages. 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…
Increasingly commoditised industries and market oversaturation oftentimes do not leave much room for new market entries such as small businesses. In order to overcome the barriers that these traditionally small businesses face, it is important to first identify brand strengths, weaknesses, and a unique point of difference. The customers that 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…