Imagine calling your favourite business and it knows what you need without you saying a word. Ground-breaking intuitive technology recognises your phone number, remembers your name, your address, what you like and automatically predicts where to place your call. It can let a business know if you are a loyal regular caller or a pest […]
Telecommunications expert and CEO of Captivate Connect, Mark Horwood, talks us through why all business owners should record their phone calls with customers. State-of-the-art technology is revolutionising the telecommunications industry and offers business owners a valuable opportunity to improve accountability, productivity and customer satisfaction. Telecommunications expert Mark Horwood said business owners, staff and customers should […]
We are all too familiar with the pain of trying to get in touch with telecommunications companies and their lacking customer service. From endless time spent on hold to ineffective conservations with customer service in general, Australian users are tired and frustrated from trying to find a reliable internet service provider that pays attention to […]
Byline: Charles Heunemann, Managing Director, VP Asia Pacific for Natterbox Limited Acclaimed American author Dr Stephen R. Covey argued that in all our relationships we have an “emotional bank account” and our interactions either increase or decrease the balance of trust and connection. “When the trust account is high, communication is instant, easy and effective,” […]
Byline: Chris Gibbs, General Manager Asia Pacific and Japan, Acquia Have you heard that customer experience is the key to success but are not sure how to go about doing it better in your own business? You’re not alone. Many Australian enterprises are not against the idea of improving the quality of their interactions with […]
Today we’re discussing customer retention and what businesses need to do to in order to achieve the so-called “X Factor” with their audiences. Customer experience is becoming increasingly important as the ability to share positive or negative reviews online is so easy in today’s digital age – and it can be very damaging to a […]
So, you’ve made the decision that it’s time to take your business up a notch. You’ve enjoyed a relative amount of success so far and wantto expand your enterprise. The problem is, you need some direction. There’s nothing wrong with this, as there are steps to take to solve the problem. Focusing on the future […]
As we hit the halfway mark of the year, it’s the perfect time to sit back and reflect on what has unfolded during the first half of 2018. As a business owner you’ll want to use the time to look at how well your business has done, what has or hasn’t gone as planned, and […]
Leading companies across a range of sectors – including finance, utilities, government, education, automotive and telecommunications – need to lift their game when it comes to customer experience (CX), a new study reveals. CX consulting firm, Customer Service Benchmarking Australia (CSBA), studied 3000 customer interactions with 136 companies in Australia, assigning each a score out of 100 […]
Customer sentiment holds the key to unlocking hidden revenue in your business. As a retailer, eCommerce platform or marketplace, you’re likely to value customer sentiment — however being able to turn that sentiment into a successful business strategy to improve your business from a revenue or operations perspective is way more challenging. Customer’s experience, product […]
