Commoditization

COMMODITIZATION COULD BE THE ANCHOR TAKING YOU TO THE BOTTOM.

We are becoming increasingly aware that commoditization is here to stay for at least the next decade or two. When a product online is half the price it is here in Australia – why wouldn’t I buy it from overseas? Local suppliers must price match or prepare to watch their business sink to the bottom.[…]

Data

THE MOST VALUABLE COMMODITY IS DATA

Is your phone system ready for when ASIC mandate call recording? Does it have the capability to interrogate, anaylse and manage this data? At a recent symposium held in Melbourne in September 2019, ASIC Chairman, James Shipton commented on the work ASIC and the government was doing to promote better consumer outcomes to consumers –[…]

Internet

DON’T HESITATE WHEN YOU CAN CAPTIVATE

Typical marketing channels, like the internet, are becoming less and less effective. In such a dense market, businesses are struggling to get their brand in customers’ hands. So, how do we combat these challenges? Back in the day, businesses would print brochures to mail out to customers or for the sales team to present. But[…]

Customer Loyalty

ARE YOU BRAVE ENOUGH TO START A CONVERSATION THAT MATTERS?

Are you satisfied? When asked this question, naturally, our minds wander to situations we are most vulnerable. However, would you think differently if it was business-related? Of course, it would! In business, your mind immediately thinks about sales, ratings, website traffic or possibly tax deductions. Now, eliminate the uncontrollable elements and focus on customer loyalty.[…]

Caller Sentiment

YOU CAN’T IMPROVE WHAT YOU CAN’T MEASURE

Caller Sentiment – making consumers your first priority! Certainly, it’s simple to measure output, sales, logistics, and cash flow in a business. Similarly, it’s also easy for a business to measure the intelligence quotient (IQ) of staff members. Yet, they have difficulty measuring emotional intelligence and emotional connection (caller sentiment) with their callers. Research shows[…]