Establishing a differentiating factor for your business is a challenging task. Having the best product and price can be the deciding factors but can be easily imitated. An example of this is Apple, who were considered to be the pioneer for smartphones with the successful launch of the iPhone range. However, competitors soon followed with cheaper phones that performed on par with or better than the iPhone causing fierce competition from all angles. Apple banked on superb customer service to stay on top.
Apple needed to react to stay on top but instead of solely focusing on the product, they decided to opt to focus their attention on the Customer Experience which would be impossible to imitate. Customers thrive on receiving a positive brand experience, and most often this requires the brand to know and understand their customers inside out. Gaining this crucial customer information requires a lot of effort, especially since customers are now more vocal and demanding than ever.
So how can you make your Brand Customer Experience something that your customers would promote about and share to other people?
First of all, businesses need to be committed to giving out the best customer experience. Creating guidelines, processes and a pledge for your team to sign up to and follow, would not only take care of your customers but would also convey your brands message.
Creating a dedicated team for customer experience is a great foundation to deliver your set vision. Having a team available who can analyse customer interaction points, analyse performances and experiences is a great way to identify what has a positive and negative effect. However, this may prove too much to bear for smaller business that neither have the resources or manpower to have their own dedicated customer experience team or in some cases a customer service team.
Using Business Process Outsourcing (BPO) Partner, enables financially challenged and resource constrained businesses to enhance their Customer Experience by:
- Adding a dedicated contact centre operation with inbound and outbound capabilities to the existing business model, gives a more personal touch in customer interactions through dedicated and knowledgeable agents.
- Providing customers with an Omni-Channel route for contact, ensuring that your customers can connect you with their preferred route of contact.
- Using experienced, trained, educated agents that are fully dedicated to your brand.
- Using a highly resilient CRM platform to provide you with analysis, customer trends and any KPI’s that you may of previously struggled to monitor.
Superior Customer Experience is an advantage that trumps products or services. Customers are the lifeline of a business, ensure that they are happy by treating them with the utmost care and respect.