When On Hold, Delco Chamber Members Learn More
The Delaware County Chamber of Commerce having over 1200 members has a tremendous impact on local small businesses in the Philadelphia region. Suzanne Cody, the Marketing Director, contacted us to develop a new marketing plan to help reach them more efficiently. New to the on hold medium, Mind The Gap® worked closely with her in […]
Why The On Hold Music?
I recently read an article written by Tom Vanderbilt for Slate titled “Your Call is Important to Us: The History and Psychology of Hold Music” and found it very interesting from a historical perspective to help explain why it is so common to hear on hold music and messaging when you are placed on hold today. […]
Bad On Hold Messaging Leads to Bad Customer Service
In a recently posted article, Comcast was taken to task for its reported bad customer service once again, by leaving a customer on hold for over 3 hours. 3 hours people! I can’t even imagine having to be placed on hold for that long and I am in the business of being on hold. YouTuber […]
On Hold Music Matters – Here’s Why
I have said it several times in many blog posts as “mistress of the obvious”: being on hold sucks. It just does and it is bad music that drives a lot of the negative feelings associated with this experience. Yet we can’t escape having to be on hold at some point so is there anything […]
Don’t Ask Your Customers to Just Hold It!
How long do people stay on hold before they hang up? According to some research it is between 10-13 minutes before they reach a “boiling point” according to Business Insider. Customer Service Matters Although this research is a few years old, the pain suffered by people on hold does not really change unless the on hold […]
What Do People Do When There is No On Hold Messaging?
Being on hold is a necessary experience we all share, but many do not enjoy. If you have a professionally prepared on hold messaging program for customers to listen to then you are making the most of their time which will result in making the most of yours. It is a captive audience just waiting […]
5 Topics to Use in Your On Hold Messaging
When creating your on hold messaging, many items to include may seem obvious like your address and website information. But if your intention is to keep callers on hold and not in a coma there are other more interesting items that you should consider including in any well written script. #1 New Products/Upgrades Are you […]
Small Company: Big Marketing With On Hold Messaging
Think your company is too small to use on hold marketing? Think again. Despite what you have been told, size doesn’t matter, especially when it comes to on hold messages for business. Big ideas should not be the purview of large companies alone. How you direct the path of your business defines your brand and […]
Why Adding a Commercial Music Service to On Hold Messaging Improves the On Hold Experience
If you already have an existing music on hold program, you are aware of the marketing value it brings to your company. You also recognize the value in rearranging your program often enough to keep your message effective. People’s tastes change like the wind so don’t keep your customer stuck listening to the same music […]
When Silence is Not Golden
If your customers are left with silence when you have to place them on hold, you are adding salt to an open wound. No one likes to be placed on hold for even for a short length of time. It is a business necessity, but it does not mean it has to be a painful […]