The outsourcing industry has been defined just as much by acquisitions, as much as it has been defined by mega deals: think Xerox (NYSE:XRX) and Affiliated Computer Services. This November, several companies have announced acquisitions of other firms in a bid to redefine their services, and expand their business, and perhaps to give rise to the next Xerox-ACS caliber acquisition, within different industries including legal process outsourcing, IT outsourcing and call center outsourcing.
New York headquartered company, Accenture (NYSE:ACN), has acquired business process management services provider, Knowledge Rules. The company announced on the 2nd of November that it has acquired the Philadelphia-based company to utilize Knowledge Rules’ expertise in PegaSystems. According to Accenture’s Chief Technology Architect Paul Daugherty, “This acquisition immediately increases our capacity to implement Pegasystems-based solutions, and will enable us to train and develop more people, more quickly.” A few days later on the 10th of November, Accenture announced that it has successfully acquired Beijing-based software company, Mogenesis, a provider of mobile software outsourcing services. Following this, on the 19th of November, Accenture also completed its acquisition of Ariba, Inc.’s (NASDAQ:ARBA) Ariba Sourcing Services, an acquisition that had previously been announced on the 6th of October. Hot on the wheels of these developments and Accenture once again advised that they are acquiring another company, CAS Computer Anwendungs-und Sytemberatung AG (CAS). A Kaiserslautern, Germany based company, CAS is a provider of customer relationship management (CRM) and mobility software provider.
It has certainly been a busy month for Accenture as it has been acquiring companies left and right, but other companies have been making notable acquisitions as well.
Financial news and information provider Thomson Reuters (NYSE:TRI) announced on the 18th of November that it is acquiring legal process outsourcing services provider, Pangea3 . Commenting on the acquisition, Peter Warwick, Thomson Reuters President and CEO said that, “[Thomson Reuters] will now bring to the legal marketplace a responsive, high-quality, transformative resource for a broad range of legal support work. This is particularly important as law firms and general counsel adjust to the realities of the ‘new normal,’ where efficiency, quality and responsiveness are paramount,” signaling Thomson Reuters entrée into the highly-competitive legal process outsourcing business.
This is not however, the only movement in the LPO space as days before the announcement by Thomson Reuters, the acquisition news that had been making rounds in the LPO space was the acquisition of legal process outsourcing company, LawScribe by UnitedLex on the 11th of November.
A number of acquisitions from smaller companies also came through this month, including the acquisition of IT outsourcing and business process outsourcing provider TechTeam Global (NASDAQ:TEAM) by Stefanini International Holdings Affiliate, Stefanini IT Solutions for $93.4 million. The news came days before TechTeam Global reported its third quarter 2010 results wherein the company reported a net loss of $8.4 million following the company’s sale of its government subsidiary, TechTeam Government Solutions, to Jacobs Engineering Group (NYSE:JEC).
We will likely see more acquisitions coming through before the year ends. Other companies such as Infosys (NASDAQ:INFY) and Globallogic, have already announced that they are in the market for acquisitions this year and the next, as companies continue to search for the winning combination that may ultimately land them at the top of their field.
For the past years, we have seen how the customer service industry continues to develop in meeting the growing needs of the customers. Tools are improved, methods are polished and people are equipped to achieve excellence in customer service delivery. Regardless of the “what” and “how” of customer service, the “why” is most essential.
The significance of having quality customer service is the long-term relationship you build with your customer. All the other reasons fall second. So to help you internalize customer service excellence, here are the best customer service quotes to motivate you for 2015.
Capitalize on charm by continually captivating your customer. – Ryan Lilly
Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. – Donald Porter
Make your customers comfortable and they will give you their lives. – Paul Orfalea
In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts. – Jeff Bezos
The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about. – Valeria Maltoni
The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways. – Richard Branson
Every day we’re saying, ‘How can we keep the customer happy? How can we get ahead in innovation by doing this?’… because if we don’t, somebody else will. – Bill Gates
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. – Mahatma Gandhi
Customer service represents the heart of a brand in the hearts of its customers. – Kate Nasser
Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers. – Ross Perot
Your customers don’t care how much you know, until they know how much you care. – Damon Richards
Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you. – Chip Bell
Every great business is built on friendship. – JC Penney
Customer experience is a catalyst of transformation. It directly impacts culture, strategy, structure and all parts of a business. – Christine Crandell
Here is a powerful yet simple rule. Always give people more than they expect to get. – Nelson Boswell
Being on par in terms of price and quality only gets you into the game. Service wins the game. – Tony Allesandra
Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions. – Betsy Sanders
Your most unhappy customers are your greatest source of learning. – Bill Gates
You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. – Jerry Fritz
In the world of Internet Customer Service, it’s important to remember your competitor is only one mouse click away. – Doug Warner
Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. – Zig Ziglar
If you do build a great experience, customers tell each other about that. Word of mouth is very powerful. – Jeff Bezos
The purpose of a business is to create a customer who creates customers. – Shiv Singh
Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work. – Martin Oliver
Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. – W. Edwards Deming
The customer experience is the next competitive battleground. – Jerry Gregoire
Know what your customers want most and what your company does best. Focus on where those two meet. – Kevin Stirtz
You’ve got to look for a gap, where competitors in a market have grown lazy and lost contact with the readers or the viewers. – Rupert Murdoch
Every client you keep is one less that you need to find. – Nigel Sanders
If we keep doing what we’re doing, we’re going to keep getting what we’re getting. – Stephen Covey
Excellent firms don’t believe in excellence – only in constant improvement and constant change. –Tom Peters
The more you engage with customers the clearer things become and the easier it is to determine what you should be doing. – John Russell
If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. – Jeff Bezos
If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers. – Shep Hyken
Customer service is a voluntary act that demonstrates a genuine desire to satisfy, if not delight, a customer. – Steve Curtin
Customer Service is everything and anything that touches a customer – directly or indirectly. Customer service means servicing customers and it’s so much more than just solving problems or addressing complaints. Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditized marketplace. – Joseph Jaffe
The goal as a company is to have customer service that is not only the best but legendary. – Sam Walton
A man without a smiling face must not open a shop. – Chinese Proverb
Do what you do so well that they will want to see it again and bring their friends. – Walt Disney
When the customer comes first, the customer will last. – Robert Half
We are what we repeatedly do. Excellence then, is not a single act, but a habit. – Aristotle
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!
We have created a simple presentation of these best customer service quotes so you can easily share them to your colleagues! See embedded presentation below or click here to download from Slideshare.
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Companies that are devoted to their customers’ satisfaction reap loyalty and recognition that will reverberate across the business sector and beyond.
Such is the case with Zappos.com, an online shoe and clothing shop based in Nevada. The e-commerce website raised the bar high in terms of providing the best client experience, you’ve most likely heard about them too!
They have stood by their core values which includes giving their customers a WOW service—being unconventional and innovative in their approach. They have modified their customer service metrics from the usual call time, tickets opened, tickets resolved, response time, and the like to what they call a Net Promoter Score (NPS) and Personal Service Level (PSL) for each of their service reps.
Its goal is to identify how customers will frequently shop with them and share the experience with others as well as qualify the time spent with customers. And because they have invested time with their clients, the good feedback about their company and their services just kept pouring in.
So we have rounded up the Top 10 inspiring Zappos customer service stories that will challenge businesses how to become better at offering first-rate customer service experience:
1. The Best Man and his shoes
Jay purchased his shoes off Zappos.com for his best man stint mainly because they were the cheapest. Unfortunately, the courier routed his package to the wrong location and won’t be arriving on the day he’s supposed to wear it. So he called Zappos about his dilemma and immediately got his issue solved in no time. Not only did Zappos settle the problem by offering to overnight a replacement pair of shoes at no cost, but he was also even upgraded to a VIP account and given a complete refund.
Jay, blown away by the great customer service he received only has this to say, “Zappos has earned a customer for life — In addition to all of this, I originally ordered from them because they had the cheapest deal on the shoes I needed.”
2. Free Toll for Massachusetts Turnpike Motorists
Zappos spreads good cheer for Thanksgiving. They teamed up with the Massachusetts Department of Transportation to cover the tolls on a particular section of the road from 5-7 PM back in November 2011. Massachusetts Department of Transportation CEO and Secretary Richard Davey said they wanted to make the drivers’ travel less stressful due to the holiday. Ain’t that thoughtful?
3. Record-Breaking 10-hour Customer Service Call
Contrary to the accepted call duration metric, Zappos doesn’t hurry its customers just to beat a call time requirement. This particular customer service phone call on December 8, 2012, was not even about a complaint. The Zappos customer service rep took time to have a conversation with the caller about living in the Las Vegas area which clocked in at 10 hours and 29 minutes!
While the phone chat may have gone beyond clothes and shoes, it still ended with the caller purchasing a pair of Ugg boots. One Zappos rep explains, “Sometimes people just need to call and talk…We don’t judge, we just want to help.”
4. Refusing a Shoe Exchange
No, it is not bad feedback. Truth is, Sarah was a happy Zappos customer. She emailed Zappos to have his son’s Keen Kids Newport H2 sandals exchanged because one of its straps broke. A prompt reply was sent back to her saying that they will be overnighting her order for free and she doesn’t have to send back the defective pair.
When the shoes finally arrived, it was actually the wrong pair. She tried sending it back to Zappos but they refused. Instead, they told her to donate the shoes to charity while they overnight the correct ones to her.
5. Leather-Free Shoes for Vegans
As per Wikipedia, “veganism is the practice of abstaining from the use of animal products, particularly in diet, as well as following an associated philosophy that rejects the commodity status of sentient animals.” Hence the very limited options vegans have when it comes to purchasing food and other items like clothing and footwear. But Tabathia S. was so delighted for Zappos to consider vegans like her.
She posted this on Zappos Customer Testimonial page, “I just found out that Zappos added a category for Vegan shoes and products! You don’t even know how happy this makes me to find leather-free goods. I just forwarded the link to a group of about 150 people. Thank you so much. Keep it up and please continue to increase your offering.” How’s that for effective marketing?
6. Six Pairs of Shoes and a Bouquet of Flowers
This customer, whose mother’s left foot was numb and sensitive to pressure due to recent medical treatment, bought six pairs of shoes for her in hopes that one of them would work. But after receiving the orders, the mother called Zappos to explain her medical condition and to ask how to return the shoes.
Two days later, a large bouquet of flowers was delivered at her doorstep from Zappos, with a sweet get-well-soon message. Two days after that, the customer, her mother, and even her sister were all given VIP memberships granting them shipping on all orders without charges.
7. Sympathetic Gesture for a Grieving Customer
Zaz Lamarr needed to return some shoes to Zappos but her mother just passed away and was still coping from the loss that she didn’t have the time to do it. When Zappos emailed her to ask about the status of the shoes, she replied about what happened. Zappos took care of the shipping and had the courier pick up the shoes for her at no extra cost.
Zappos didn’t stop their customer care there. Zaz writes, “Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what is.” Now, that is what you call “going the extra mile.”
8. A Handwritten Card to Remember
Beth, a blogger, first called Zappos because one of the zippers on the Ugg boots she purchased for an 11-year-old family member was broken. So Zappos arranged for the boots to be returned and will have the new pair shipped to them the next day. However, since the style was discontinued, they picked out a different pair which is cheaper than the first. Zappos refunded them the $30 difference and had the defective boots returned free of charge.
Two months later, the boot broke again so she called customer service once more. The replacement pair was actually $30 more than the defective one. But Danielle, the Zappos rep she spoke to, insisted that Zappos cover it, send a label with a free return of the defective shoes and ship the new ones the next day. And they followed through it.
You’d think the service ends there. Beth received a thoughtful thank you card in Danielle’s handwriting. She was so satisfied with the service she received that she blogged about it and encouraged her readers to pass along the story to others.
9. Timmy Wants to Chat About Timmy
This particular one was taken from Zappos Live Chat. The chat support was given to Timmy who had a quirky request which Zappos most happily indulged. He basically just wanted to verify the quality and flexibility of Zappos’s chat agents. Read on:
You are now chatting with Jonathan Jonathan: Hello Timmy. How can I help you? Timmy: do you know how wide the G-Shock Atomic Solar – AWG101 SKU #7403774 is? Timmy: I mean, how big a wrist it would fit? Timmy: Timmy has a big fat wrist Timmy: Timmy need to watch grande Jonathan: I’ll see what I can find out for Timmy. Timmy: awesome. and can we please continue to talk about Timmy in the 3rd person? Timmy likes to boost Timmy’s ego by talking about Timmy that way Jonathan: Jonathan would be happy to neglect the use of pronouns for the duration of this conversation. Timmy: Jonathan and Timmy shall get along just fine Jonathan: Will Timmy be able to measure Timmy’s wrist? Timmy: Timmy’s wrist is big, but not Biggie-Smalls big. Timmy doesn’t have the required measurement instruments.
For sure both of them were all smiles after that chat support, as we were writing this. Just as you are smiling now, reading this.
10. Zappos CEO Tony Hsieh’s Personal Story
Tony Hsieh, CEO of Zappos, has shared this story with almost all the presentations he was invited to. It was his personal story that he most fondly narrates to his audience.
Hsieh took his clients out for a night in the town so when the bar closed they all went back to their hotel room. One of his clients craved pizza but the hotel’s room service was closed for the night. Hsieh suggested that this client call Zappos for this request, even though his company is a fashion retailer. He was confident about his company’s customer service.
Of course, Zappos did not deliver pizza, but the rep who took the call at 2 AM, found three pizza parlors that were still open near the hotel and made the order for the client.
There are too many good Zappos customer service stories but we can only list ten. Zappos was able to cultivate a culture that offers only outstanding customer support. They make customers so satisfied that one actually describes Zappos as “Happiness in a box.”
Our takeaway: make every encounter with customers count. Give them a unique experience, and you’ll be sure to reap benefits from years to no end.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of networks such as online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!
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Declining sales and competition from successful retail giants such as Walmart and Amazon nearly drove the company’s original founder to buy back the store chain for $1 billion out of his own pocket and turn it private, according to Forbes.
But since then, Best Buy has experienced a modest rebound, with stocks undergoing a steady increase for most of this year already. The company has found success by digging into its unique and highly effective social media presence.
In fact, social media management and research service Conversocial recently released a report ranking online customer service interactions among 100 leading retail companies. Of those 100, Best Buy came out on top as the only organization to receive a full five stars. According to Internet Retailer, the study looked at specific metrics such as average response time when fielding customer inquiries over social media channels, as well as how many inquiries the companies cared to respond to at all.
What can businesses learn from Best Buy’s social media presence? And how can an outsourcing company achieve the same level of success? Here is a closer look into what makes it all work for Best Buy:
Low average response times
Best Buy knocked out all other competitors in the Conversocial report with an average response time of 14 minutes on all social media channels. The company also successfully responded to 42.1 percent of total customer inquiries over both Facebook and Twitter. Outsourcing social media efforts to a BPO company can especially help small businesses that lack the resources and time to constantly check feeds and respond to multiple inquiries. Best Buy already demonstrates strong face-to-face customer service through its in-store Geek Squad program. But much of these fast response times on social media inquiries can be attributed to customer-service-specific accounts.
Previously, the company utilized the @Twelpforce handle as an official Best Buy Twitter account devoted exclusively to fielding customer questions and concerns about any product. The account achieved more than 47,000 followers before recently merging over to the already existing @GeekSquad handle, where it continues to operate in much of the same capacity.
The right people
Because the company encourages such a large online customer service team, all new Best Buy sales clerks are trained in social media from the very beginning. As a result, the people contributing to the @GeekSquad account are often the same helpful employees found on the showroom floor of any Best Buy chain in the U.S.
Best Buy is a large retail corporation that can easily afford such a robust social media presence. But smaller businesses with limited resources can still incorporate many of Best Buy’s strategies into their own social media operations by hiring the right social media outsourcing company.
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In the past years, we’ve seen the growth of social media marketing and how it affects customer behavior and engagement. This year, social media will continue to thrive, and in order to get ahead of the competition, businesses should know how to maximize exposure in this ever-growing channel. Here are the trends that are expected to hit social media this 2014:
1. Paid social ads will be on the rise.
The most effective social media campaigns this 2014 will be paid ads, as all major social media platforms (Facebook, Twitter, and LinkedIn) are now offering paid advertising. Social media advertisements are proving to be a lot more effective than traditional forms of advertising. What’s behind the growing success of social ads? Social media marketing has the potential to reach large numbers of people for a little cost and they are quick to catch on for consumers.
2. Social mobile is now mandatory.
Social mobile is now becoming essential. Younger age groups, in particular, are logging into their social media services via their mobile devices. The rise of mobiles and their almost universal use means that optimizing your social content for mobile is vital. This year, companies should make sure their blogs are viewable on mobile devices by using responsive templates. Visual content such as images and videos need to be easily viewed on smartphones and tablets.
3. Visual social takes center stage.
Visual social content is now a serious contender in social media marketing. With the rise of Pinterest and Tumblr, it’s going to become increasingly important to produce content in visual form (whether they are infographics, images with text overlay, or pretty quote graphics). Slideshare Mobile and Path will also continue to grow. These social networking sites will become an integral part of retailers’ marketing strategies.
4. Videos, particularly micro-videos, are in.
Videos should continue their upward ascent in the social media marketing toolbox hierarchy- specifically, short-form videos. YouTube shows no sign of fatigue yet for brands, the best promises come from the rise of applications such as Vine (with 6-second video capabilities) and Instagram (with 15-second video capabilities) complete with filters and integration within Facebook. More companies embrace these short videos as quick, inexpensive, and efficient ways to tell their brand story.
5. Google+ is the new superstar.
With over half a billion users and growing, Google+ is now becoming a vital component in SEO, social media marketing and content moving. Google+ has bigger ownership in terms of search power than Facebook and it is one of the most powerful social forces on the Internet today. Google+ creates a strong community that allows you to use your brand and identify consumers who share an interest in your products. Promoted posts are the future of Google+ which makes more companies experiment and expand their presence on the platform.
6. Companies will experiment with Snapchat.
Companies have an appetite for so-called “ephemeral” networks like Snapchat, where content literally vanishes seconds after being received. As content on the major networks becomes more corporate and commodified, Snapchat and services like it restore some of the fun and spontaneity to social media. With the recent launch of Snapchat Stories, brand marketers now have an opportunity to ask customers to share their stories or interact with them, which would increase engagement and promotions.
7. LinkedIn will strengthen its position as a B2B market player.
LinkedIn will emerge as the primary player in the B2B market. Today, it has 238 million users and is the #1 social networking site for professionals. LinkedIn has managed to position itself as one of the largest sources of content curation and generation for professionals with the launch of its Influencers program. This means that the advantages of being on LinkedIn will be massive for B2B marketers. LinkedIn will become the most important publisher. It will become a premium destination for industry news, and organization needs to take part in that ecosystem.
8. Twitter takes over.
Facebook is a promising social media marketing outlet and it still has its value. However, Twitter is trending to take over many different marketing efforts. A study by Pew Internet & American found that more and more teenagers were shifting from Facebook to Twitter and Instagram, in great part “because there is less drama”. Twitter is expected to soar above other social media sites. Many companies already use Twitter to build a network, re-distribute content from their websites, and create a personal brand.
Consider these trends your guide as you create your social media strategy this year. We can also help you through our social media outsourcing services. You can learn more about it here.
In an age of customer, purchase order matching and entry have high error rates and customer complaints go unanswered for weeks. The typical ways for improving buyer-seller relationship – process rationalization and automation – has not yielded the remarkable improvement companies need. Particularly, huge investments in IT resulted in poor results – mostly because companies tend to make use of technology to automate hoary ways of improving business performance. They place the current processes intact and use PCs only to get faster results.
But speeding up is not a handy solution. You need to address all your basic needs. One way to improve purchase order matching and entry is to help examine all processes more professionally, but a better option is to avoid all the variations at first. You have to set up an “in-voiceless processing”. At this moment when the purchasing department places an order, it places the information into online record. This department does not need to mail a copy to everyone in the organization. When the supplies come, you need to check your records if they match an existing purchase order. If it is matched, you must accept them and enter it into your PC.
In four different types of purchase order matching and entry levels, you must:
List the products you want to send;
List the quantities of a single product that you want to deliver to your business in a series of consignments, usually on a set deadline;
List products that you want to ship straight to your buyer. The seller sends you a receipt, and you send a bill to your buyer; and
List the numbers of a single product that you want to deliver straight to your buyers in a series of consignments, generally on a set deadline. The seller sends you a receipt and you send a bill to the buyer.
Another way to overcome those performance deficits is to focus on three levels of relationships:
Adversarial: This approach designs dynamic power management strategy. It is the level where buyers drop sellers even on the last bit of a discount. Focusing specifically on cost at this level is very important for both.
Barometric: In global business, Barometer level refers to an indicator about the fluctuations in economy. At this level, both of you has to check the atmospheric pressure (business atmosphere) and fluctuation in sales taxes. Although it is very close relationship but still you need to develop a trustworthy relationship with one another. Normally it is a short-term contract but the results are long-term.
Complementary: This level shapes long-term business relations. It is where true bonding or integral partnering occurs. Both of you should have a mutual level of trust and a proper understanding of your values and needs. In complementary level, efforts are made on both ends to help get exactly what is required.
Nowadays business professionals are way too busy negotiating with suppliers for maximum discount, overseeing global agreements and making decision on selection. In such situation, most prefer third party services. These include trained professionals to help you in overcome those patchy areas: creating list of purchase order, managing procurement, developing a strategy for detailed accounts information, entering funds and recording other vital required information. A perfect purchase order matching and entry would certainly improve your company’s performance. Bottom line: A professional accounts payable team is a must to improve buyer-seller relationship.
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Imagine your business experiencing loyal customers over the past few months, and your customer service team has been receiving a similar type of feedback: many of your customers feel they aren’t getting good customer service. When customer satisfaction drops, reputation and revenue will soon follow.
This is a consistent challenge for many B2C companies. According to a HubSpot article, around 82% of US consumers who responded to the survey said that they would switch to a brand’s competitor if they have a bad experience with the customer service team. Abandoned calls, slow resolution times, and blind call transfers are some of those bad experiences, and while many companies try to avoid them, it does happen from time to time.
The trick is to take a customer-centric approach. Consider the entire customer journey from marketing to purchasing decisions and then to follow-ups and troubleshooting. This helps consumers find the support they need, but it’s up to the customer service team to meet and exceed their expectations.
But how do you get them to be loyal customers that advocate your brand and beliefs? Here are 3 expert tips to improve brand loyalty.
1. Listen to Your Customers
It’s one thing to lend an ear to your customers when they have complaints, but it’s another to actually connect with them: paying close attention to their needs and how those needs relate to your brand. If you miss this important opportunity to get to know your customers, it could result in increased customer churn.
Go to where your customers want to be heard. Allow your brand to be available in different channels, such as social media, chatbot, and email, where your customers feel comfortable in communicating with your brand. Older folks may prefer telephone calls while millennials and gen zoomers might want to contact you through an online messaging platform. This way, your customer service team will be able to help your customers on a channel they’re frequently using.
2. Deliver Quick Responses
Brand loyalty relies so much on communication, and more so fast communication. Today’s customers need a helpful response, and they need it now. If you don’t respond immediately, you could lose these loyal customers to a competitor.
Automation can help you create replies that may direct your customers to a FAQ page or other links to where their queries can be addressed immediately, especially if their question is time-sensitive. Sometimes, customers just need to be pointed in the right direction to help themselves solve their own problems or find the right answer. At the same time, you can set up your chatbot to have an auto-reply to let your customers know that they’ll hear from a customer service agent within a certain number of hours. That way, your customer will know when to expect your assistance.
3. Be Consistent with Customer Engagement
Another important factor to keep customers delighted is to maintain engagement & brand consistency.
Customers are always looking for brands they can trust. As long as your brand delivers top-quality customer service, if your CX team adheres to the mission, vision, and promise of your company, then your loyal customers will grow and separate you from your competitors.
The Value of a CX Solutions Partner
Even if you have a customer service department, they might not be able to take the continuous wave of calls, messages, and emails that range from simple requests for clarifications to detailed experiences with a product. Partner with a CX solutions provider that helps you build a team of a highly-trained customer service team with experience in inbound and outbound customer care, technical support, and social media CX, helping your brand engage authentically with your customers and maintain the loyalty—and revenue—your brand deserves.
Infinit-O is a trusted customer experience solutions partner that can help you build and operate a dedicated team of CX professionals of every level including inbound and outbound specialists designed specifically for your unique needs, with cost savings of up to 70%. We can help you meet your goals, whether they be growth, better productivity or simply bottom-line cost savings. With access to excellent talent who use cutting-edge technology, we provide some of the best strategic solutions for your business. We are ISO-certified and GDPR-compliant, so your company and client data are safe with us.
Today’s consumer connects to their favored brands through social media. Don’t underestimate the power of a smartphone that is logged in to several social accounts: Sprout Social’s report entitled “What consumers want from brands in a divided society” found that 64% of consumers want brands to connect with them. It also reports that 91% of people believe in social’s power to connect people.
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You might have experienced this before: customers leaving you and moving to another brand. They’ve reported that they no longer feel taken care of because of poor customer service—long wait times on the phone, high abandoned calls, or simply being seen-zoned on a messaging app. Unhappy customers can lead to negative reviews on the internet, less new customer acquisition due to these sentiments, and an overall decrease in revenue.
Customers won’t let you know that they’ve had bad experiences with your business, but they will tell other people. For example, a customer waited for more than 20 minutes on the phone to have a simple question answered, but they were passed from agent to agent until they became frustrated and hang up. They tell their friends and will even go as far as to share their reviews on online review sites. Your business loses one customer and prospective customers may stay away.
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