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Your expertise makes you a strong competitor in your industry. But could you benefit from using specialists to handle your call centre? Perhaps we’ve already given away the top reason for outsourcing call centre work with that question. So, let’s start there before we move on to additional reasons why call centre outsourcing may benefit… …
Listening is a skill – and not everyone has refined their active listening skills. Instead, they think about what they will say next or find their minds drifting off to a different topic. That isn’t always a train smash, but active listening in customer service is a must. In active listening, you don’t just listen… …
We all know what customer service means and then up pops “customer experience” as a newer term that might seem to mean the same thing. So what’s customer service vs customer experience? Are the differences significant enough for you to care? Here’s the short version. Customer service is a very important part of customer experience,… …
What is customer lifetime value? Once you have converted a prospect and gained a customer, they will either keep buying from you whenever they need your products or services, or move on. If you only make that one sale, that’s the lifetime value of that customer. But if they return month after month or year… …
Do you have a customer relationship management strategy? You have hundreds, even thousands of customers, but it’s possible to build customer relationships all the same. Apart from offering them great products, you want your service to reflect a personalised and efficient customer experience. That means using data to get to know your customers and optimising… …
Do you have a professional headshot? Actors who fail to have one are placing themselves at a disadvantage. This little number is an important investment in your career – so, in this article, we’ll look at actor headshots, what they are, why you need them and what you should be aiming for with yours. What… …
You can see how your customers behave when they buy goods or services from you, but do you know what they’re thinking and feeling? Customer behaviour is the product of emotional and mental triggers that influence purchasing decisions – including deciding not to make a purchase. If you can truly understand these triggers, it places… …
Subscription-based business models have become the new normal for businesses selling software and online services like streaming. The consumer pays a recurring fee in order to continue using the service or software. However, subscriptions can also apply to physical products, and have done so for many decades. For example, you can subscribe to a daily… …
Just when you thought you’d come across every possible metric you could apply to customer satisfaction, you encountered the term “customer effort score.” Is it important enough to warrant your attention? What is a customer effort score, what does it measure and how does one calculate it? You’ll find the answers here. What is a… …
Proponents of modern techniques may feel that the classical acting technique is rather outdated, but this traditional approach to acting is alive and well and is used by some very successful actors. How does classical acting differ from other approaches? To a certain extent, we can consider the differences between performing on stage instead of… …