2018, February 26th
by Jakub Slámka
Read Every Word
To give the best customer experience, you need to make sure that you know exactly what your customer wants. In fact, reading critically is the foundation of good writing skills, and it’s imperative that you read every word.
“It’s easy to fall into the trap of skim reading customer messages, especially when you’re potentially reading dozens a day. Make sure you stay focused and take breaks from your computer screen, so you can read every message fully and understandingly.”
Pulling on your best ‘customer service’ voice won’t quite work here. In this instance, try and match the customer’s tone. You can commiserate with them, and then look into solutions to make things better. This brings you both to the same level, meaning no one feels spoken down to, or ignored.
Live Chat Etiquette
It’s common practice for businesses to state when they are leaving the customer on hold during a live chat communication. This helps the customer to know that they will be waiting for a reply and why they are doing so.
by Erica LaSalle
What makes an online interaction meaningful? According to a public post by Facebook founder Mark Zuckerberg, passively reading articles or watching videos is not as valuable to our well-being as actually engaging with your social network.
In his post, Zuckerberg announced new changes to the Facebook newsfeed algorithm in an effort to encourage “meaningful interactions” between people. Unfortunately for the business world, posts, pictures and offers from company pages will have less visibility.
“Facebook’s new algorithm prioritizes content from family, friends and groups. That means we will see even less posts from brands in our feeds.” -Manu Muraro (Photo: Manu Muraro)
“Facebook’s new algorithm prioritizes content from family, friends and groups. That means we will see even less posts from brands in our feeds. In our business pages, we will see engagement go down,” explained Manu Muraro, founder of Your Social Team.
by Mark Walker
Think you know what your brand represents? I’ll let you in on a little secret; it’s not what you say in your slogan, brand values or advertisements. It’s whatever consumers say you are.
Regardless of the message you transmit, if it’s not received by the audience, it’s null and void.
Brand perception is how consumers view your brand and, although it can be influenced by you, it’s not always easy to do. Where you see a ‘6’, they may well see a ‘9’.
The first hurdle is to actually understand your current brand perception – know what views and beliefs people hold about your brand so you can identify any that need to be realigned with your own. Then it’s time to create a strategy for communicating what you want to be heard and changing opinions.
In 2012, two exuberant entrepreneurs, Cathie Reid and Dr Catriona Wallace, met at the annual Women in Focus Conference in Port Douglas. Through their shared passion for technology, and a desire to create a business that aligned with their values and purpose, Catriona and Cathie’s serendipitous meeting has evolved into a long-standing friendship and successful collaboration.
“Cathie was an initial Seed investor in my company, Flamingo, at the earliest stage,” Catriona reflects. “I believe that she saw the potential in the business and was also backing me personally to lead and grow a global software company.”
by Lachlan Brown
Life is not about what happens to us, but how we react to what is happening to us.
Many people get caught in a negative cycle of thinking that stops them from making progress in their lives.
Many more people are focusing on external sources of happiness to improve their lives.
The truth is that change starts from within us.
If we can change our thinking, we can change our lives.