MYER Wonderful Hold Music

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I’m really interested in solutions that solve “within” the problem, not “to” the problem. This is one of my proudest examples of this kind of thinking.

Myer is Australia’s leading department store. This year they put 600,000 customers on hold. 40% of those calls were abandoned.

Reducing the time customers waited would have been incredibly expensive, so instead we used technology, altruism and creativity to reframe the value of of that time

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