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…
Google has recently announced the addition of a feature coming soon to the Australian market upon the release of their latest Google Pixel (6) called ‘Hold for Me’. Simply, it allows your phone to take over the tedious task of waiting on hold, a pain point for many. Call wait 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…