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Customer Experience

Video – The future is mobile

By | Communications, Customer Experience, Sales, Technology

Everyone has a preferred method of communication, and as the world continues to change so does our technology. Based on the research we commissioned we found that the shared preference between all age groups is the mobile phone. Contacting a customer or candidate is more simple than ever, with calling and texting available to the majority of the population. The mobile phone has become a necessity, one that is kept by our side at all times, allowing us the  opportunity to stay efficient and contactable wherever we may be.

Infographic – Customers preferences for outbound contact

By | Communications, Customer Experience, Productivity, Sales
In our rapidly changing world, leveraging technology and its many uses can help create a more efficient workplace while keeping customers engaged. When planning to reach out to a contact or client it is important to know their preferences, creating a collaborative environment. As part of our Art of Conversation report we gathered the below statistics to help you better understand what customers want and need. The more you know your customer the better you can cater to their needs.
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A quick Conversation with… Steve Gray, Director, SG-retail

A quick Conversation with… Steve Gray, Director, SG-retail

By | Communications, Customer Experience, Management, Sales, Technology
As retail businesses start reopening across the world our recent podcast with Steve Grey becomes very timely. Steve Grey, FCMG expert, who’s been a leading innovator in customer loyalty, CRM data analytics and personalisation in the retail sector. Steve has worked with some of the biggest brands to help them in these areas and in this podcast, we really drill down into Steve’s expertise as he talks to us about his thoughts on all things retail and loyalty.  

Listen to the podcast now
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Art of Conversation LIVE - Darren Westall, CEO of Paiger

A quick conversation with… Darren Westall, CEO of Paiger

By | Communications, Customer Experience, Management, Marketing, Productivity, Sales, Technology
We spoke with Darren recently to discuss how, by striking a chord with marketing professionals everywhere, he is managing to keep Paiger growing despite the global pandemic by helping to bridge sales and marketing teams in a very exciting way.

Darren gives us a deep insight into his mindset and mental health right before he launched Paiger and how he had a game plan to make it a success. He also takes us through how he sees, not just the business, but his personal growth shaping up over the next few years and why now is a really exciting time for all entrepreneurs to back themselves.

Listen to the podcast here
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Art of Conversation Live podcast - Jon Bailey, CEO of ProCo

A quick conversation with… Jon Bailey, CEO, ProCo

By | Communications, Customer Experience, Management, Marketing, Productivity, Technology
In our next instalment of our Art of Conversation Live podcast we talk to Jon Bailey, CEO of ProCo. This conversation picks up on why print and direct mail marketing are a must for your brand, how the capability of these channels has evolved to become a partner to digital, and why the ROI on these channels might not be what you think 

Listen to the full podcast here 
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5 Tips for Better Conversations with Customers

5 Tips for Better Conversations with Customers:

By | Candidate Experience, Communications, Customer Experience, Management, Productivity, Sales
Our research on the Art of Conversation has led to very informative information on how, when, and in which ways to converse with customers. This is especially useful given the current circumstances of the world and how to continue to have strong conversations remotely. Below are 5 tips for better conversations with customers discussing platforms, perspectives, and the people themselves.

Download the full report here
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Art of Conversation. What customers want

Outbound contact: What do customers want?

By | Communications, Customer Experience, Technology, Training

Our brandnew research which delves into how businesses can perfect the art of conversation with customers, uncovers disparity between what channels of communication customers believe they want vs the more effective methods of communication.  

Key findings: 

  • Customers are most actively open to ‘real-time’ communications such as receiving phone calls and texts when there is an immediate benefit to them. Companies who rely on email will miss out on building valuable relationships with customers.
  • 69% of customers state that they are happy to be contacted about new products and services. However, only 24% of those surveyed stated they would be happy if that contact was by call, message or app alert. This is inconsistent with actual customer behaviour, as 48% of under 40s browsed or brought new products or services from their mobile in response to a call or message.
  • Businesses should not expect to get results from calling alone. 67% of customers are reluctant answer their mobile phone if they don’t know who’s calling. So, it’s important to give people as much information as possible.
  • 41% of customers say they are more likely to engage if businesses follow up a missed call with a text message they can respond to in their own time. In fact, sometimes a text alone is enough. 73% have reacted to a text message from a business, and 23% have been prompted to review a deal or contract coming to an end e.g. insurance or mobile contract.
  • 78% of those surveyed say that a quick text is all they need to remind them of an appointment or delivery, and 73% have remembered to make, change or cancel commitments to service providers in response to contact via mobile.

To find out more about your customers contact preferences, download the AOC e-book here  

 *This research was conducted before the Covid-19 pandemic in January 2020. Its purpose is to help businesses reflect, adapt and evolve communications with customers in a post-pandemic world. 

Art of Conversation LIVE - Episode 3

A quick conversation with… Joachim de Wild, CEO, Simfony

By | Communications, Customer Experience, Management, Productivity, Technology, Training
Our third Art of Conversation Live instalment focuses on all thing’s mobile connectivity, IoT, security and how to get past the learning curve, quicker, as we talk to Joachim de Wild, CEO of Simfony. 

5G and IoT were, until recently, buzzwords that have perhaps not triggered the kind of reactions we would normally expect from such innovative development. Joachim takes us through some real-life examples of how organisations are using advances in connectivity technology to evolve their own propositions… 

Listen to the full podcast here 
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Infographic – How to Engage with customers via mobile

By | Communications, Customer Experience, Productivity, Sales, Technology
When engaging with a customer via mobile, you want to take full advantage of your conversation to ensure all goes well. Based on our research, there are certain measures that should be taken into account when reaching out. No one wants their time to be wasted, so be sure to have a concrete plan with steps in place to properly engage with your customers…
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A quick conversation with… Rick Faubert, Partner, True search

By | Communications, Customer Experience, Management, Marketing, Productivity
Our second Art of Conversation Live podcast gives us first-hand insight into the world of recruitment and staffing right now, as we talk to Rick Faubert, Partner at Retained Executive Search company, True Search.  

Through the art of conversation, Rick takes us through the journey that brought him to True Search, how developing his communication skills have enriched his experiences, how he’s adapted during the COVID-19 pandemic, right through to why he’s hopelessly addicted to U2.  

Listen to the full podcast here 
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