Do you and your staff make it easy for your customers, to do business with you? Research reveals that 59% of customers expend moderate to high energy to resolve an issue, while 62% have to repeatedly contact the company. We're delighted to present the third in a series of customer experience articles recently published in the WA Business News by Ava Lucanus, Director of Edge Communication. Click on the link below to view the article and … [Read more...]
Are You Really Listening To Your Customers?
Albert Einstein once said “It has become appallingly obvious that our technology has exceeded our humanity” If he could see the fast paced, techno world of today I think he would agree that his saying was very wise indeed. When I think 'humanity', some words that come to mind are compassion, empathy, understanding, respect, tolerance and humankind. However, with the coming of technology such as social media, internet, smart phones, tablets, IVR … [Read more...]
The 3 Secrets to The WOW! Factor over the Phone
Is information overload and overwhelm becoming more commonplace in your busy world? Then the following quote will amuse you. "If email had been around before the telephone was invented, people would have said 'Hey, forget email; with this new telephone invention I can actually TALK to people!" We talk every day on the telephone and often take for granted the connection and responsiveness we can achieve with others, that is not always granted to … [Read more...]
The 7 Things You Need To Do To Create The WOW Factor
Recent studies reveal that 86% of buyers will pay more for a better customer experience. Easy, I hear you say? Here’s the thing; only 26% of companies have a well-developed strategy in place for improving their customer experience. So what exactly do we mean by this new buzz word ‘the customer experience’? The ‘customer experience’ is the sum of all the experiences that a client has with you, over the duration of their relationship with you. … [Read more...]
To return or not to return a call
One of the most rewarding and insightful activities as a business owner is to meet with other business colleagues and over a late’ or long black, happily discuss the joys and challenges of business. One of the things I have been hearing quite a lot lately with all the ‘busyness’ leading up to Christmas is phone calls and emails not returned. This article by guest writer Peter Bregman for Harvard Business Review is a very interesting look at both … [Read more...]
How To Create An Extraordinary Customer Experience
A startling national Australian study has revealed that the perceived service standards of the business owners and managers vs the experience that the customers receive can be very different indeed. In fact it appears there is a huge gap! The studies released by consumer commentator Barry Urquhart, show 82% of business owner and manager respondents stating that the service offered by their businesses was either “good”, “very good” or … [Read more...]
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