Whether your company is a small operation or one with hundreds of employees and many departments, you want your customers to come back again and again. When you offer the right kind of customer experience, you can achieve that goal. If you’re looking for a way to make your customers more loyal, it may help to look at the results of a recent study and see what it can tell us about providing a quality customer experience.
“The 2022 ACA Study: Achieving Customer Amazement,” provides some revealing facts about what makes customers happy. The top reasons why customers return to a business include the following, the most important being listed first:
- Knowledgeable employees
- Hassle-free shipping/delivery
- Easy returns
- Strong customer reviews
- Personal experience
The study also found that when you excel at customer service, nearly 80% of consumers will go out of their way to do business with you. The opposite holds true as well, that delivering poor customer service will cause customers to turn to another company. That can happen for a number of reasons, from rude representatives to long hold times to not offering 24/7 assistance. The risks associated with this type of experience are substantial, as a single bad experience can result in the loss of that customer’s business for good.
Developing Customer Relationships
Consumers will be attracted to your brand because of your products and services, but also because of your company culture. They will find something they identify with in your brand and become loyal, but in order to maintain that loyalty, you have to build up your relationship with them. The best way to do that is to provide a customer experience that matters.
To know how to develop that kind of experience, you have to know what matters to your target audience. When you outsource to a contact center with a reputation for being helpful and friendly, you can personalize your service to meet those specific needs of your customers. You can also commit more readily to standing by your commitment to good services and delivering or exceeding expectations.
Don’t risk adding to the estimated $80 billion lost each year because of poor customer experiences. When you partner with a nearshore contact center, you can save money while improving your relationships with your customers.
At Protel BPO, we’re committed to providing the services that make your customers loyal to your brand. Our highly educated agents work as an arm of clients we serve, faithfully catering to consumer needs and offering a helpful and friendly experience that creates more return business.
Learn more about our approach to leading this industry by contacting us today.