Customers are always right. And with the growing popularity of price comparison websites and simple internet searches, customers now also have control over who and what services they engage. With so many businesses battling for market share, organisations unable to meet low price expectations must look for other ways to stand out. That’s where customer… Read more »
Launched in 2010 from a suburban garage, online fashion retailer Showpo has grown to become one of Australia’s biggest eCommerce triumphs, grossing over 85 million in revenue in 2019. Much of the success of the business lies with founder Jane Lu’s passion to deliver outstanding customer service to her hundreds of thousands of customers, who… Read more »
A report by ZenDesk has found small businesses are winning over the hearts and minds of consumers over their big business counterparts thanks to great customer service. The report,Big Expectations, Small Businesses: What Customers Want”, reveals small business owners that provide a personalised service are coming up trumps with customers.
It wasn’t so long ago that we had to personally engage with customers to communicate, either via phone or face to face. Writing a letter was the last resort, it had to be delivered by the post. Today two common forms of communication are digital processes and the emergence of chatbots where humans are totally… Read more »
There’s literally thousands of ways to spend your time on marketing activities (paid or unpaid). Monique Annetts, founder of AMA Event Management gives KBB readers her top tips. The general trend for marketing in 2018 was dabbling in social media ads and finding out quite quickly that there is more to it than throwing a… Read more »
Naturally, there’s a lot of focus on positive business reviews. It reinforces what you are doing right, and makes for a great story in marketing and PR campaigns. But negative feedback is bound to happen. When you do get it, it makes all the difference if you take it as constructive criticism. Consider a negative… Read more »
Customers that fail to deliver quality customer service will see the impact in their bottom line according to research from Zendesk.
As chatbot technology grows in adoption, so does the fear that it will ultimately replace human workers. Artificial Intelligence is already playing an important role when it comes to customer service by enabling chatbots to be the first point of contact with customers and provide basic service or information. However, human conversation is still the… Read more »
If you hate dealing with call centres, you are not alone. New research commissioned by Citrus Group, has revealed that 64 per cent of Australians had a bad experience when dealing with call centres, and 43 per cent wish they never had to use them again. Gen Z has a particular intolerance for call centres… Read more »
As more and more businesses transition to a remote working model, traditional shopfronts are becoming a rare commodity. But if it’s not broken, why fix it? Stockdale & Leggo COO, Anna Thomas is a strong advocate for a physical shopfront in the digital age. eCommerce is a growing phenomenon, there’s no doubt about it. It’s… Read more »
Customer service relations expert Jaquie Scammell, the author of Creating a Customer Service Mindset, reveals what small business owners can learn from three leaders in the area of customer experience. A recent report by McKinsey & Company explains that companies adding the human touch to digital sales consistently outperform their competitors. They achieve five times more revenue,… Read more »
Competition can be a threat or an opportunity. How you react to the threat is what matters most. In a world of disruption, where competition for customers is fierce, managing customer expectations and experiences are essential for small business success. According to the Digital Opportunities for Today’s Small Business report, small businesses list local competition as… Read more »