Emotions In The Customer Journey
Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was
I know You Have A Website, I’ve Been There Already
I tweeted a few nights ago having done some ‘life admin’, I was surprised (and perhaps irritated by) the amount of organisations who were telling me to go to their…
The Influence Of Background Music On Consumer Behaviour
Background Music is all around us, in pubs, hotels, restaurants, shops, airports, shopping centres, leisure centre and many more places. Most of the time consumers don't take much notice of…
Mind The Gap
Having worked on a lot of projects with major brands in a wide variety of sectors, one thing often stands out, the gap between marketing and the customer contact operation. More often than not marketing and customer contact departments are disconnected and this is a real missed opportunity.
Customers Want To Self Serve – But It Has To Be Their Choice
A lot of customer contact operations are tasked with driving down cost and to do this are looking to generate channel shift to lower cost channels. In other words move from telephony to digital. We do a lot of work in this area and have achieved some very significant results.
Omnichannel Solution
Many companies say they offer omnichannel communications, through an internal omnichannel solution. What they really have is a multichannel approach. Delivering an omnichannel solution means a customer can contact you through their channel of choice and their history will travel with them seamlessly and instantly.
Vector set of social media icons
Customer Touchpoints
Why Do Customer Touch Points Matter So Much? We have designed hundreds of customer journeys focusing on the key customer touchpoints. Customer Touch Point have also worked as part of many different contact centre teams. Operating across a wide variety of sectors (Healthcare, Financial Services, Local Authority, Housing Association, Retail, Hospitality and Travel
Natural Language IVR
OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice Recognition) I’ll admit it - I have a smart speaker. At first, I was uncomfortable speaking to it and making it do simple tasks that I was more than capable of doing myself. But it only took a few days for me to feel that pressing a few buttons now felt like such an effort for my lazy hand.
Tone Of Voice – The Commercial Benefits
This blog is the 2nd in a series examining ‘Why Does Tone Of Voice Matter?’. This post looks at the commercial benefits of designing and implementing the right tone of voice for your and your customers. Connect on a higher level In a world inundated with choice, picking the right product can be a little
Why Does Tone Of Voice Matter?
I was talking to a friend about the tone of voice work I do. She looked at me with a puzzled look and asked, ‘but Why Does Tone Of Voice Matter’? The question really got me thinking so I thought I’d share it. First things first – what is ‘tone of voice’? Well, tone of voice is