The word-of-mouth promotion carried out by brand-loyalists is usually considered as a highly effective form of marketing. It not just cultivates trust among the consumers, but also requires negligible investment. Apparently, a loyal customer is the best brand advocate a company can get and is one of the most valuable assets. Therefore, creating and sustaining a loyal customer base is the primary objective of every company that wants to be successful.
There are many tasks that are critical for the existence of a new business. However, they are not aligned with their core businesses. For instance, a company into manufacturing soft toys might not quite relate its core business function with the activity of answering customer queries. However, it is an important activity that the company has to perform on a regular basis.
Customer support function is one of the most discerning and deciding factors of business that helps any organization to prosper or succumb. Although this may be true, businesses often confront this dilemma, whether to outsource the customer support functions or to handle it in-house. Well, there are few strategic advantages of outsourcing which should be equated along with the pros and cons of the proposition. The key considerations for taking this important decision is discussed below.
The point at which an individual decides to buy or purchase a company’s offerings, he or she turns into a customer of that firm. This marks the beginning of the customer’s journey. Regular engagement and long-term relationships are the other two cornerstones of this journey.
Businesses across the industries are striving to provide an end-to-end customer experience like never before. In order to achieve this, companies have to deliver an aggregate of all experiences throughout the customer’s lifecycle. The process is much similar, if not the same, even for digital customer experience that is required to maximize, customer loyalty, retention, brand propagation and ultimately to increase the bottom line.
One of the primary reasons to measure the customer satisfactions is to evaluate the performance of a contact center, and sometimes of the contact center services company as a whole. Such an evaluation is vital in identifying whether the customer service personnel are able to meet the expectations of the company’s target audience. The results can be quite helpful for managers which can serve as performance indicators. Depending on it, required measures such as process optimization, and/or skill enhancement, can be duly taken by the management.
The eight letter word “customer“, has perhaps taken the most important connotation in the recent times. Companies are increasingly turning into customer-centric organizations from being product-centric. In this transformation, they are fast acknowledging that each and every employee, vendor, supplier, and all the stakeholders of the company are actually serving the customer. In this battleground of global business, customer experience is the most sustainable differentiator and customer centricity is the only USP that makes or breaks any business. Customer experience is a metric that is more or less in the hands of the customer and how they rate it summing up all the interactions with the company and the product.
Globalization has led to the advent of consumerization. This means, the focus now is totally on the end-user. This in turn has led to perpetual competition among the manufacturers, as the consumers have become smarter. Thanks to globalization, the increased customer awareness has ensured better quality consciousness among the manufacturers. Moreover, it has also enabled newer ways of transacting business and has pioneered cost effective ways of doing business. Even the quality of service being provided to the customers has improved drastically.
The ability to deliver better Customer Experience has turned into the sole differentiating factor among companies with similar capabilities. As a result, the contact center, which is the central service hub of an enterprise, now has a crucial responsibility of delivering a preeminent experience to its customers.