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According to telecommunications corporation AT & T, over 70% of business calls are placed On Hold for an average of 45 to 60 seconds each. 60% of callers hang up, and 30% of those never call back.

The other day I was out getting a bite to eat in the area I live and I saw something interesting while I was waiting for my order. A team member of this place was sweeping up with a dust pan and broom. That’s not the interesting part, what happened next is.

It’s not something I would usually admit to, but when you walk into our copywriting department on a regular afternoon, you’ll often find us talking to ourselves. Yes, you read that correctly, not talking to each other, but talking to ourselves.

At the risk of sounding materialistic, I love spending money. Nothing beats putting on a new pair of jeans or sunglasses.

When you see something extraordinary how do you react? You might be delighted, shocked or surprised, but at the very least you’ll take notice. The same principle applies in business: organisations that go out of their way to break boundaries stand out from the crowd.

“Customer satisfaction is important in business”… that’s something we hear all the time.

 

An important part of my role as Head Copywriter is offering new clients helpful suggestions for maximising the effectiveness of their On Hold audio productions.

Ever wonder what happens when you give a one-man-marketing-machine a camera and some editing software? The answer is Kym Illman's Mastering Marketing online videos!

 

This short video series Kym will focus on emerging trends for new ideas, dissect clever and innovative marketing strategies and offer you h

I have worked in retail and hospitality, and in both industries I was instructed to always greet customers when they entered the store/cafe. “Customers feel more comfortable browsing for longer and are more likely to buy something” I was told.

Do you ever think about what you sound like on the phone? If you’re like most people, you have a completely different phone voice than you do in regular conversation. Why is that?

The fact is most of us do it subconsciously.

Think about the last time you were blown away by an amazing singer, actor or comedian. What was it about their performance that sucked you in? The script? The lyrics? More often than not it comes down to the delivery.

Have you ever had a business do something extra for you as a customer? Maybe they remember your regular order, or what day you usually come in.

Targa events are full of thrills and spills - I should know! I misread a corner during Targa Tasmania at 190km/hr and flew 35 meters into a paddock and copped a slap on the wrist for some

How come everyone’s voicemail is so dreary and monotonous? “Hi, you’ve called John Smith. Unfortunately I can’t come to the phone but leave a message”. I’m falling asleep just typing it.

By now you’ve probably figured out that social networking is worth investigating; and you’ve more than likely decided whether or not to access these popular forums as a marketing tool for your business.

As a writer, I’m reminded daily to keep my material on topic and punchy. The same principles apply to on hold productions.

Whether they’re current clients or prospects, the people who you place on hold are a captive audience – so you have their complete attention.

No matter which way you look at it, music plays a massive part in everyday life. It’s a universal way of communication and has the power to alter the mood of the listener like nothing else can.  

But every music genre is different.

I’ve discovered an epidemic – don’t worry, it’s not contagious! Update Inspiration Paralysis, or UIP, is where a long term client feels compelled to update their production, but becomes starved for dazzling new script ideas.

As a copywriter for Messages On Hold, I speak to a lot of clients who want to know how they can make their On Hold production more effective. Time and again, I say that use of language is one of the best ways to improve the effectiveness your On Hold.

As the Copywriting Supervisor for Messages On Hold, I’ve read a lot of briefs. In fact, if I were to estimate I’d say I’ve read about as many briefs as I’ve had cups of tea – and I love tea.

This might sound like bragging but let me assure you, it’s far from it.

To get any media exposure in the world of motorsport you need to either win or crash!

At the recent Targa Tasmania tarmac rally I’m proud to say I secured some sensational exposure – unfortunately it was for the latter not the former reason.

Marketing opportunities are almost everywhere; you just have to look for them. If you can't find one - make one.

By now you should know I'm a keen tarmac rally driver and that I've competed in more than a few targa rallies.

Marketing is a complex machine - it's not simple by any length of the word.

Seven weeks to Christmas and I'm in full "Christmas Lights" mode.

What an eye-opening trip! I’ve just returned from Japan again and, as always, I’m in awe of their customer service culture. It’s not just businesses practicing great customer service either; their entire culture is built upon respect. Almost everyone I came into contact understood “polite”.

In late May I started work on an Australian Election viral video that’s just gone live at www.australia2010.com.au.

It's not often I get dressed up in women's clothing and parade in front of a camera but I did just this a couple of weeks ago.

I donned a wig and endured an hour of make up application.

If you’ve ever watched AFL, chances are you’re familiar with our ‘big hands’. Positioned behind the goals at Subiaco Oval, they’ve been prominent on every Eagles telecast since 1993.

It's that time of year again...

The more exposure you get through the media, the more familiar your company becomes to the punter. And the more familiar you are to your audience, the greater the chance of securing their business.

The sporting world has long known the power of getting their sponsors' logos in the media. Take F1 motor racing.

Targa West is a three-and-a-half day tarmac rally around Perth. I entered my Mitsubishi Evo 9 in the event and was delighted to finish 21st out of 53 competitors.

For years I've been a devotee of getting the Messages On Hold logo exposed throughout the media without paying for it. We've ambushed AFL games, Ashes Cricket test matches, Wimbledon, live news broadcasts, even the Olympics.

We recognised Shane Warne's star qualities in early 2006 when we pursued him to be an ambassador for Messages On Hold. After some nine months of negotiations with his brother and manager at the time, Jason Warne, we agreed to a sponsorship package that worked for both of us.

As the owner of a marketing company I attend a range of conferences, seminars, social and client functions every year. If you were to pick any one of those events, I can guarantee that after the formalities, on of the first question asked of me is "What made you pick Shane Warne as your company's ambassador?"