“The intangible sum of a product’s attributes.” That’s how David Ogilvy defined brand. Part of protecting a brand means controlling the experiences that people have with your company, product or service. But the caller experience is sometimes overlooked by marketers.
The Director's Cut
Here’s a quick roundup of caller experience no-no’s that we’ve come across in our never-ending effort to improve the caller experience. These come from organizations of all shapes and sizes. 1) Ignoring your brand identity. While the number of companies that recognize the need to consider caller experience is growing, contact center and telephony-related initiatives don’t […]
Every once in a while, we turn away business. Profitable business. My inner accountant dies a little each time we do it, but we do it anyway. Our agency has earned a good reputation, and that drives in-bound leads our way. A prospect seeks us out, or was referred to us, or found us online and liked what […]
It’s hard to imagine any competitive organization taking a hands-off approach to their store layouts or digital marketing. Yet, we’ve found that many companies use their telephone system’s default music and IVR template. That means the caller experience they’re providing every day is identical to countless other organizations using similar systems.