All the hard work you put into the products and services your company offers can be futile if you’re falling short on a crucial aspect of doing business today – the customer experience. Consumers demand quality products and services, but they will not spend money with you if they feel undervalued.
There are three main reasons why smart companies invest in the customer experience:
- To improve customer satisfaction scores
- To improve customer retention
- Opportunities for cross-selling and upselling
Increasingly, the way to achieve all three is to partner with a customer service expert, such as a contact center that focuses on total customer satisfaction.
The Rise of the Omnichannel Experience
The telephone remains one of the top methods of communication between brands and customers. And while it would be a mistake to take that out of the equation, there are other channels that also need to be considered.
Which channels, exactly, depends on your customers, as they will provide the guidance you need to follow, but the goal is to be consistent across every channel. Whether it’s email, social media or chat, your level of service needs to be excellent across the board.
Why It Matters
Did you know that nearly 90% of companies prioritize the customer experience in their contact center support? It’s not a fad or a trend – valuing the customer and showing it in how you work with them is the proven method for meeting goals.
Here’s another reason it matters: your competition is actively working to pull your customers from you and the way they do that is by treating them better than you do. It’s easy these days, as consumers need only one bad interaction to jump away from a brand they were once loyal to.
When you partner with a quality contact center, the chances of you having customers taken from you are going to plummet. Rather, you’re going to win over your current customers who will talk up your brand to others, giving you the opportunity to organically gain more customers.
At Protel BPO, we know the way to consumers’ hearts is warmth, empathy, asking the right questions and providing the perfect answers. Consumers today want fast answers, but they also want them from someone who is friendly and accurate. That’s what you get when you partner with Protel BPO, so contact us and let’s discuss keeping your customers loyal and building up your brand.