It seems everyone is in a race to win over new customers. But how many organizations are hitting their goals? Placing a stronger emphasis on keeping current customers happy should be just as important, if not more important, than acquiring new buyers. The customer experience has to be at the forefront of every company’s list of goals.
Businesses invest in the customer experience for the following reasons, according to a recent blog from SuperOffice:
- 42% are attempting to improve cross-selling and upselling
- 33% are trying to improve customer retention
- 32% say are looking to improve customer satisfaction
Your reasons for improving the customer experience might differ, but making positive strides toward helping the customer feel valued is going to provide positive results.
Consequences of Bad Interactions
There is no such thing as perfection in customer relationships, but the difference between a company that fails and one that succeeds is the level they’re willing to go to help a customer, right a wrong and boost the relationship.
When a customer has a bad experience, they’ll tell a lot of people about it. This word-of-mouth advertising can do real harm to a brand. Another problem is that most customers won’t even give you the chance to right the wrong, as only an estimated one in 26 will reach out to the company to complain.
Customers today want options in how they receive assistance. Some want to jump onto a company’s website and use a quick and easy chatbot to get answers. Others will opt for email while some prefer social media messaging. But the most effective option is the human-to-human contact that a phone offers. When a customer has a complex problem, the best avenue is the phone.
When you partner with a quality contact center, every interaction, whether it’s simple or complex, gets better results when handled by a knowledgeable and friendly agent helping them out. That’s why outsourcing to a quality provider of customer service is crucial in today’s competitive market. Customers demand quality interactions and are more ready than ever to stop doing business with those who don’t.
At Protel BPO, our goal is not just to stop the churn, but to advance relationships between our clients and their customers. It’s something we do on a daily basis. For more information about how you can save money while improving customer loyalty and retention, contact us.