The sound of silence

Thanks for your feedback Lolly Belle.

I’ve spoken to a few other people about this issue and this seems to be a bit of a recurring problem for customers or is that lost customers.

It’s odd that companies neglect to inform the person on the end of the line that they are still connected and that the queue is getting shorter.
Particularly as 90% of interactions with a company is via the telephone.
Pretty crucial touchpoint in my opinion.

On the other hand- silence in other situations can be very powerful.

Turn the sound off on a TV Commercial and watch the viewer come running back from making their cup of tea.

Equally some retail and public environments can benefit just as much from silence as they can from sound- the local library for example or the local aquarium- Who needs music when you’ve got bubbles and pumps.

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Lolly Belle December 16, 2005

Sound design is impertive, but often overlooked to a brand. For example, a phone call I made today to a large Australian music retailer ... I called them and was put on hold, however there was absolutely no noise - completely silence. I thought after a few minutes that the phone was dead so I called back and had the same thing again. Finally go through to the person, but only because I was so patient with the silence. It seemed incredibly ironic that a music retailer of all people - a company who supposedly specialises in sound - would have a communications device that was silent!

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