Monthly Archives: January 2016

What a Difference a Skilled Receptionist Can Make!

We’ve all heard it said that first impressions are most important – and it’s as true in the business world as it is in our personal lives. In today’s digital environment, the person who answers your phones is in charge of developing that impression. Indeed, your receptionist and phone-answering team have a great deal of control over how your clients and customers view the company.
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Customer Service: Why does it Matter?

For start-ups and SMEs, it’s easy spend all of your time obsessing about the product, the price and how you plan to deliver it to your customers. This often comes at the expense of a strong customer service culture. In this post, we’ll explore a few of the core reasons that customer service is every bit as important as the product itself.

These are some of the benefits that a good customer service model can offer:
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Customer Experience Stats Worth Considering

There are many definitions of customer experience (CX) circulating about, most of which define it as something like – ‘Customer experience is the cumulative impact of multiple touchpoints over time, which result in a real relationship feeling, or lack of it.’ (Martin Zwilling, ‘Customer Experience’ Is Today’s Business Benchmark)

While that definition explains what it is, the following quote explains why customer experience is so important for all businesses – ‘If a customer likes you and continues to like you, they will do business with you. If they don’t, they won’t.’ (Paul Greenberg)
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Learning to Listen to Your Customers

Hearing isn’t the same as listening. That’s something we should all know as people, and as business owners, it’s something that we just can’t afford to overlook. Far too many businesses these days aren’t listening to what their customers have to say, but there’s far more to this important consideration that affects most businesses, as Ben McConnell, the co-author of Creating Customer Evangelists, recently wrote.
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Facebook’s ‘Social Experiment’ and What It Can Teach Us about User Experience

Chances are you’ve heard of Facebook’s ‘social experiment’ conducted in partnership with Cornell University on around 700,000 Facebook users back in 2012.

If you haven’t, there’s a chance you’re not bothered that Facebook ‘manipulated the emotions’ of its users, but then again, there’s also a chance that you’ll take offence to the experiment, despite there being little chance of you being involved anyway.
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