Pricing and quality are still important, but the customer experience has never been more critical to consumers.
According to findings by the Temkin Group, an organization that conducts customer experience research, companies that earn $1 billion can earn an extra $700 million over three years by improving their customer experience. Your company may not bring in $1 billion annually, but the scaled-down version of the math still works for small businesses – improving the customer experience makes a difference.
Benefits of Being Customer-Centric
When your customer service is a priority, you establish trust with your target audience. This trust turns into loyalty and with loyalty comes additional spending. Temkin Group’s research found that 86% of customers will be more likely to return for a second purchase of products or services with companies that provide an excellent customer experience.
According to another research firm, PWC, customers will pay a premium of up to 18% more with a company that has quality customer service. And while educating customers about your brand, products and services is important, when your customer service is of a higher quality, almost 50% of consumers will make an impulse purchase, and it is almost entirely related to the personalized services they received.
Reasons for Upping Your Personalized Services
Consumers have altered their preferences so drastically in the last couple of years that customer service must adapt. It is more difficult to retain customers because of this, but almost 33% of businesses have made a bigger investment in the customer experience to retain more customers. Around 42% of businesses made the investment in improving services so they can cross-sell and upsell.
You excel at what you do in your niche in your industry. Contact centers excel at what they do in their customer experience niche. That’s why it makes so much sense to outsource your customer service needs to professionals.
AT Protel BPO, we’re a Belize-based company that knows what to look for when we hire people and we put them through a training program that is so thorough, that they become an arm of the clients they work for. This level of focus on training is what puts us in line with companies that know how important high-quality customer services are to their target audience.
Find out more about what we have to offer by contacting us today.