Tag: Customer

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 […]

COVID-19 has taught businesses many lessons, and it’s no different for the Chamberlain Group, who in this time have realised their business growth is not so much linked to the state of the economy and market situation – it’s more about customer and employee connection.  The Chamberlain Group, Australia’s leading manufacturer in garage door openers and […]

As Australia continues to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market. Businesses that emerge from the lockdown period more or less intact will have a second problem – how to regain traction in a recessionary environment. Planning for the future now using precise and actionable customer insights will […]

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 […]