January is a time for reflection, marking the end of a busy 2016 and heralding an exciting new year. It’s important to use this time to recalibrate your business’s thinking on customer service and plan service goals and objectives for the year ahead to grow and retain your customer base. Questioning your company’s emphasis on […]
Nearly 70% of Australian consumers use social media [1], and we’re living in an increasingly social-first world. In fact, today more than 93% of social conversations between brands and people are one-to-one [2]. For businesses, being responsive is ‘table stakes’, and consumers now expect that social media will offer a better customer service experience than email or phone. More than half […]
A business can be like a leaky bucket. Marketing teams work constantly to pour new customers in the top, spending time and money on campaigns, but if there are holes, customers are always going to leave and need to be replaced. Of course, this is not the functioning of an ideal business model; ideally new […]
If you like the idea of setting up in business as a plumber you may already know that it is a competitive field. If you want to start a business as a Sydney Plumber then you need to be prepared for hard work and some highs and lows along the way. You also need to […]
The transparency brought by the internet has changed the way we do business. Business owners no longer size themselves against the competitor on the adjacent street because, irrespective of locality, all stand side-by-side in a list of online search results; each just a click away from the other. But while this ultra-competitive, virtual environment has […]
Great customer service is crucial to any big company, as it both captures new business, as well as fosters existing relationships. However, often when larger companies increase their scale they are unable to maintain customer satisfaction as it is hard to streamline effective customer service and grow a business without the right tools. The key […]
Today’s consumers are armed with more choices, more substitutes and more outlets to pursue alternative brands. In a world where our next purchase can be just two clicks away if we’re dissatisfied with a particular experience, providing quality service has never been more important. We harp on about providing a strong customer experience and with […]
As the end of the year draws near, online retailers need to turn their mind to making the most of the spending silly season – you don’t want to find yourself caught out when December rolls around. Holiday pre-season marketing has begun – major retailers are beginning to train employees to serve the holiday shopper, […]
“Please place item in the bagging area” – you place the item – the command repeats. You lift and replace the item – “please place item in the bagging area” – you turn for help and there’s no one there. “We regret to advise that your imminent flight has been cancelled [therefore ruining your long […]
Let’s be honest; nobody likes to put more effort into something, when he can have same results with less. This state of proceeding with something with little difficulty, we know as convenience, is therefore something that is instantly appealing to the widest amount of people, which could be otherwise divided by the myriad of other […]
