As a Customer Strategy Maverick, it makes me frustrated + somewhat angry to think that some businesses still think they can get away with 1970’s sales tactics. And, what’s worse, think that that is okay?! Customers have every piece of information at their fingertips...
It’s tough being a coffee shop in a world full of coffee shops. So, how do you differentiate yourself? One business we met recently has it all figured out. Paradox Coffee Roasters in Surfers Paradise – where the service is warm + friendly, the food is...
For many years, customer service has been an add-on for many business – that (un)necessary cost to keep those pesky customers happy. We even developed metrics that (we think) tell us how well it runs. Call durations, time to answer, first time resolution and our...
It’s the epitome that defines service – the stock photo of the model with the perfect teeth that, of course, works in your call centre. You can guess that this isn’t one of those ’10 things you must’ articles… For decades, people in...
