Charles Heunemann takes us through why the emotional component, as well as two other critical CRM needs, are crucial in achieving customer loyalty. Charles is the Managing Director of Natterbox Limited Australia, VP Asia Pacific – a telecommunications company that specialises in delivering an exceptional and personalised customer service for their clients to use. From first-hand […]
For retail, November to December is typically the most wonderful time of the year, from a revenue point of view! On average, Australians spent $375 each during the recent Black Friday and Cyber Monday sales period, equating to total sales of around $1.3 billion . Next up is Christmas, with Roy Morgan predicting that Australians […]
When creating a website, it is easy to lose focus of what really matters: the experience for your customer. A recent study found 75 per cent of people form their opinion of a website based on aesthetics – meaning web design is crucial to drive positive brand awareness and business growth. The following seven tips […]
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 […]
In a world where businesses grow more alienated from their customers every day, the rise of AI and chatbots threaten to cut out human connection entirely. One single negative customer experience can result in the loss of a potential loyal and lucrative client, and these are the times when businesses need human intervention. Automated customer […]
It’s not a new thing but it’s fast becoming a ‘thing’. Brands around the world have collectively twigged to the benefits of dealing directly with consumers and Australian retailers which make a business out of selling multiple labels will soon be on notice to up their game. Fail to do so and they risk losing […]
New venture launches to help startups.
Gaining a true insight into customer experience can be difficult to achieve because customers tend to only offer feedback when they have a negative experience and keep their own counsel when they have a positive or satisfactory encounter. To get real insight into what is causing customer effort and reduce that effort in order to […]
What factors will give your business the edge in the coming years?
