by Duresa Sadrija | Guest Contributor | BUSINESS
Business industries acknowledge the importance of ensuring and promoting customer experience (CX) for the success of their operations. However, this is not usually the case in all business industries, because businesses strive to offer the best services and provide high-quality products to their customers. In most cases, this is just enough, and there is hardly any need to consider the value of promoting customer experience. On the contrary, there are reasons why customer experience is essential for the success and optimal performance of any business industry. This article discusses CX and highlights the reasons why it should be part of any business considerations in the current age.
Ensuring Customer Experience Through Customer Service Outsourcing
Customer experience involves creating a positive impact on your customers whenever they interact with your business brand, which in turn gives them a feeling of satisfaction. However, this does not come only as an end to the means, but it entails the entire process through which you interact with your customers. Therefore, there are various reasons why you need to initiate. This is possible through customer service outsourcing at KS outsourcing as said by a business expert. This will include cutting down on costs, saving time, accessing a vast talent pool, and scaling new markets more rapidly. In the process, the company chosen to outsource customer service should align with the culture of the clients and the strategy of the customer experience as a way of avoiding unwanted churn. If you intend to outsource part of or the entire customer service, you need to consider certain tips to help you ensure an excellent experience for your customers. These tips include onboarding and training, culture alignment, efficient and effective communication between you, the customers, and the outsourcing team, as well as feedback and quality analysis. Regarding the outsourcing strategy, companies endeavor to set targets to be reached by the outsourcing partners, such as Average Handle Time (AHT), Abandon Rate (ABN), and Average Speed of Answer (ASA). However, this approach alone cannot ensure an excellent customer experience. The most effective strategy would involve prioritizing the satisfaction and the needs of the customers, rather than mere efficiency. This means the remote team needs to set a proper vision based on the general behavior of the customers.
The importance of ensuring an excellent customer experience exceeds the resources and time you are likely to invest in offering your customers the quality services they deserve. Moreover, there are various impactful ways through which you can achieve and sustain maximum and appealing customer experience with little or no expenses and headaches involved in the whole process. The following are top reasons why it is important to offer customer experience in your business operations.
Excellent Customer Experience Increases Satisfaction, Retention, and Loyalty
Customer experience is important primarily because it is the avenue through which you can directly correlate to the satisfaction of your customers. It is undeniable that satisfied customers are likely to always remain loyal to the products and services you provide, and the entire brand of your business. As a result, they will seldom consider replacing your brand with your competitors on the market if they are truly satisfied. This is a tremendous benefit to your business, especially since it might cost a lot of resources and time to convince and acquire one new customer than retaining the existing customers. The current business competition is decreasingly built around the factors related to quality and price, meaning customer experience is rapidly emerging as the new metric to gauge the level of loyalty and satisfaction among customers. Studies reveal that nearly 97% of customers perceive service quality as one of the determining factors for their loyalty towards a business brand.
The reduction of customer churn goes a long way in cost-saving, and this can be made more impactful by nurturing customer loyalty. In effect, ensuring loyalty is one way of building die-hard advocates for your brand, who in turn refer their family and friends to your brand. This is very beneficial for your business as it enables you to acquire more new customers without having to invest in marketing strategies that are often costly.
Customer Experience Increases Competitive Advantage and Profits
Recent studies on business performance reveal that the profitability of a business company is linked directly to the degree of customer experience. In particular, about 85% of business companies that strived to improve customer experience in their operations admitted there was a marked increase in their total revenues. Related to these studies, customers are readily willing to spend their cash on those businesses that strive to offer satisfactory customer services. Moreover, these and other consumers are ready to shift to other companies in case the services they are being offered do not meet their expectations and satisfaction. This is a clear indication of the impact of excellent customer experience on competitive advantage and the profitability of any business company.
The studies reveal that businesses have the opportunity to prioritize the importance of customer experience in their operations more than market competition. This has proven to be the game-changer in businesses, especially for the niches and industries in which the price factor alone is insufficient as a tool to win the competitive market traffic in the current age. These business trends are becoming more in this still tender age of technology, implying that the necessity of offering excellent customer experience would become more vital in few years to come.
The list of the importance of ensuring customer experience cannot end without mentioning other benefits, such as increasing access to broader workforces, increasing specialist knowledge within business industries, and reducing labor costs. Moreover, when accompanied with efficient customer service outsourcing, customer experience results in increased business flexibility and innovative opportunities.
Prioritizing Customer Experience in Your Organization
It is not uncommon for many businesses to overlook the bigger market picture and merely concentrate on measuring and evaluating customer satisfaction based on various touchpoints and interactions with their customers. It can be confirmed that, when outsourcing customer services, customers may have satisfying and excellent interaction with the outsourcing team, but remain generally unhappy with the business brand. This could be brought about due to several factors.
The secret to winning and conquering in this game is making the customer experience a priority in any business interaction with customers. This enables you to easily manage the entire journey of the customer, not merely the various touchpoints and interactions. For instance, you will not only focus on the method or approach in resolving a support call, but strive to address the primary cause of the customer call, and iron out any residual issues. Moreover, you will ensure the customer feedback is availed to the responsive department, and make sure necessary improvement measures are initiated.
Business industries acknowledge the importance of ensuring and promoting customer experience (CX) for the success of their operations. This may not be the case in all business industries, because businesses strive to offer the best services and provide high-quality products to their customers. In most cases, this is just enough, and there is hardly any need to consider the value of promoting customer experience. On the contrary, there are reasons why customer experience is essential for the success and optimal performance of any business industry. This article has discussed the benefits of ensuring an excellent customer experience, making it necessary for any success-oriented businesses to prioritize CX in their interactions with their customers.
ABOUT THE AUTHOR:
Duresa Sadrija is a SEO Outreach Specialist for KS Outsourcing and has more than 2-years of experience. Duresa is passionate about traveling, reading. Sadrija can speak Albanian, English and German.