Designing a personalized, enjoyable customer experience has become a competitive differentiator for companies.
SuperOffice, a CRM company, recently surveyed nearly 2,000 companies to ask them about their customer experience strategies and thoughts for the future. They found that businesses had three major priorities looking ahead to the next five years. Pricing and product were two of them, but at the top of the list was prioritizing the customer experience.
Follow the Money
So, why the big focus on improving the customer experience? First and foremost, consumers are more willing than ever to jump brands over one bad customer experience. If you treat them like a number, they’ll move on to a competitor. Companies that don’t prioritize quality customer service will soon see an impact.
But there is another thing to consider, and that’s the amount of money you stand to make when you get it right. SuperOffice’s research shows that for Software-as-a-Service companies, improving the customer experience can lead to an industry-wide $1 billion increase in revenue. Investing in more effective customer services can lead to doubling profits in as little as 36 months.
This happens because they have found that 86% of customers say they will spend more money on brands that prove that the customer is of value to them. How do they do this? By personalizing the interaction and communicating with customers in an honest, friendly and helpful way. You can show the customer that they are valuable when you partner with a contact center that shares your commitment to a great customer experience.
Reasons for Improvement
Boosting the bottom line is always an attractive reason for making changes. When companies focus their time and energy on improving the customer experience, they have found that they improve cross-selling and upselling. Often, the improvements in customer services results in improved customer satisfaction, which means they’re feeling like the company actually values them. This results in customer retention, which means they will keep coming back, year after year, spending their money with the brand that proves they are of worth.
Don’t risk losing customers by gambling on your outsourced contact center services. Only choose a trusted, proven provider of friendly, fast and effective services. That’s what we offer at Protel BPO. Our approach includes onboarding the right people and putting them through extensive training that provides them with the tools they need to succeed. Contact us and find out how we can save you money, but more importantly, how we can boost your contact center services to the highest levels.