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…
In their influential book “Building Great Customer Experiences” (2002) authors Colin Shaw and John Ivens define customer experience as simply “… a blend of a company’s physical performance and the emotions evoked, intuitively measured against customer expectations across all moments of contact.” While many CX consultants will rush to sell Read more…
Picture this; a droning, robotic voice going through the motions; “Thank you for your patience, a member of our team will be with you shortly” Yeah, you’ve heard that one before. Tinny classical music repeating the same thirty seconds over, and over, and over again. And then, finally- you make Read more…