Editors Choice

Customer Experience: Best Way to Attract Loyal Customers

Findings of the Customer Experience Tipping Point survey conducted by Medallia, Inc., a global leader in customer experience management, back in 2018 showed that the main reason consumers choose a particular brand when making a purchase or availing a service is customer experience. In fact, 77 percent of respondents claim to have chosen a product or service from a company because of good experiences they had with it, while 64 percent of respondents said they have avoided a brand because of a bad experience they had within the last year.

To fully understand the value of good customer experience, one has to know what comprises it. In a nutshell, customer experience (CX) is your customers’ holistic perception of their experience with your business or brand. Every interaction a customer has with your business plays a part in their overall CX. This encompasses the moment they checkout your online store, for example, inquiring through your customer service and finally receiving the product/service.

Customer Service Speaker and Expert Shep Hyken in his article on Forbes even said customer experience is the new brand. “Everything a brand does – the way it does its marketing, research, advertising and more – all play a role in shaping the customer’s experience,” he wrote.

As such, here are the advantages of ensuring a positive consumer experience in your business.

Customer loyalty

The benefits of a good consumer experience for your business is rooted with customer loyalty. Just like what’s mentioned above, customers will support brands that provided them good experiences rather than those that did not. This will result in a number of positive outcomes for your company such as increased sales and recommendations.

Increased sales

As customer loyalty drives more patrons to choose your brand, sales will definitely increase as well. Focus on creating lifelong clients as 20% of a business’s customers base generate about 80% of sales, according to Penefit. These people will also be most likely interested to try other products/services that you offer given that they already have experienced good service from your brand and are the first ones to recommend you to their circles.

Better reviews

Reviews, may it be by word-of-mouth or online, can make or break your business that’s why your customer service should always be at its best. In their Local Consumer Review Survey, BrightLocal found out that the average consumer reads 10 reviews before feeling able to trust a business and only 53% of people would consider using a business with less than 4 stars. Another key takeaway from the survey results is a negative review can potentially drive away 40% of potential customers.

With continued excellent customer experience, your patrons will also hold you to a high standard and expect more from your each time. This is why it’s crucial to build the right CX team that will help you put your customers first all the time. As the people who take care of the customers, they are the ones who know them the most—their buying habits, likes, and dislikes—and can provide valuable input in improving your services. More importantly, your CX team will help you employ the latest tools and technology that you need to optimize your brand’s customer service.

Building a Great CX Team

Building your own in-house customer service team, especially for small and medium businesses, may be taxing on the budget, resources, and time. Thankfully, customer support outsourcing is available at an affordable cost for every business. With the right partner, you will not only save money but they can also hire the best people for you. You won’t have to hire and/or train new staff because their A+ recruitment team and process will handle that for you. 

The decision to outsource your customer service is an integral one. You want to hire a capable and trusted outsourcing company that is able to meet your unique needs and understands the demands of your brand.

The right partner can gather inbound and outbound solutions, CMS, social media, and back-office services. They can provide your own dedicated team within 30 days and is at your service 24/7, with cost savings of up to 70%. Make sure that they are also ISO-certified and GDPR-compliant, so your company and client data are safe.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing CX team:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Customer Care Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 weeks ago

In-house vs. Outsourced Market Research Team

Making business decisions without substantial research is like playing a guessing game. Companies that bypass research tend to perform less than their competition because they are not well versed with the business movement in their industry. It is why market research is one of the crucial things a company should invest.

But the question is, what is the best way to generate more information in the most effective yet economical way?

There are two ways to consider and assess which is best for your company; develop an in-house research team or outsource the process to a trusted third party provider?

In this article, we’ve laid out useful information about in-house and outsourced teams to help you decide which is best for your company. But first, let us understand the difference between the two.

What is In-house Market Research?

This is when you create your own team and conduct a study within your own business structure and internal resource. Simply put, an organization has a person or team, usually within the marketing department, that is dedicated to doing research for the company. This approach is more common in larger corporations that have enough financial resources to scout, create and can afford an entire team of market research experts.

What is an Outsourced Market Research?

This approach on the other hand means reaching out to a trusted market research company to conduct studies on your behalf. Your partner will build your own dedicated high-performing team in a more cost-effective way. Most outsourcing companies also have access to world-class professionals despite the limitations in the talent pool.

Benefit Table

Below is a table of the benefits of in-house versus outsourced to assist you in your decision making once you decide to incorporate market research into your business.

In-houseBenefit
Knowledged in products and service

Since most company has its own process, terminologies and system, your in-house staff are well-verse with these internal know-hows
Luxury for constant assessment You can easily schedule a calendar of research projects and have real team assessment of the study results
Data securityNon-disclosure agreements are all well and good, but in-house team lessens risk of information leakage unlike when organisations share it with outside parties
OutsourcedBenefit
Cost savingsOn the surface it may seem that in-house teams might be more affordable because you don’t need to pay a third party provider but keep in mind, however, in-house teams are often less efficient than an outside market research company. Meaning, the total cost savings may not be as significant in the end.
In addition, an outsourced team can be more affordable (up to 70% cost-savings) especially if your partner has access to an affordable pool of experts.
Swiftly building teams of experts The right partner devotes all extra effort to build a great team of experts within 30 days. Their A+ recruitment teams and process have access to world-class talents, making sure that they gather individuals with the right expertise and a knowledge base in market research.
Running Business 24X7Offshore outsourcing to a country with a different time zone, allows an advantage of 24×7 operations. Outsourcing partners can take over and continue work even after in-house employees go home. They can complete critical tasks and send it back for review the next morning.

With their years of experience  the outsourced team can easily adapt to your company’s internal processes and integrate strategic research design that best fits you unique needs.

Which option is best for your business?

After knowing the perks of in-house and outsource market research teams, these 2 things should be put into consideration before making a decision.

  1. Your company’s business model

You need to be aware of your company’s business model to know what type of market research you need because ultimately the decision comes down to what works best for your business. Understanding this is your leverage to rightfully assess whether an in-house can sufficiently provide the necessary research output you need or whether to outsource a team for a more wide stretch of research strategies.

  1. Operational capability

This is often overlooked, but being aware of your company’s capability to create your own team is crucial. You have to know if you have the time to manage your research team, the space and office infrastructure to house additional staff along with a good remote-working system, resources for research tools and applications, and lastly the money to your team according to their skills and fund any necessary marketing training.

Great Partner, Great team

Find the right outsourcing partner who has access to world-class market research talents through their A+ recruitment team and process who can ensure building a great, high-performing research team for you. The right partner provides a projected savings of up to 70% on operational costs, yet assuring your team’s efficiency and productivity. Lastly, look for an ISO 27001 and 9001 certified and GDPR-compliant outsourcing company, so your company and client’s data are always safe. 

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing R&D team:

  • Research Analyst
  • Account Research Specialist
  • Business Analyst
  • Database Maintenance Specialist
  • Product Ops Developer
  • Cybersecurity Specialist
  • Systems Integration Developer
  • Threat Intelligence Analyst
  • Threat Landscape Analyst
  • Systems Administrator
  • Other R&D Experts

Let’s work together to build a great Research and Data Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 weeks ago

Why Building a Great R&D Team is Good for Business

The benefits of a great Research and Data team should never be underestimated.

To create a solid business strategy, your R&D team is responsible for devising plans and next steps for your company through market research. They consolidate systematic data and make objective collection and analysis of data about your target market, your competition, and/or environment which later is the basis on how you can achieve your business goals.

Therefore, building a great team is a good investment and asset for your business. The following will explain why:

  1. Helps you identify opportunities in the marketplace

A great R&D team can gather all necessary information about your market wants and needs. Through this, you’ll have enough ammunition to formulate the most effective way to communicate to your customers and identify what they want and don’t want from your products or services. Then you can tailor your business approach based on this information into growing your business and creating loyal customers.

  1. Helps minimize operational risks

Through the research that your R&D team gathers, you can discover threats and pinpoint areas for improvement about your business making you refrain from making abrupt and uncalculated decisions. At the same time, they will help you get enlightened with further developments that suit your intended market.  Any form of research can be utilized as an insurance policy against both obvious dangers and threats in your industry.

  1. Helps you establish trends and market positioning

The market research that your R&D team periodically conduct unravels data about trends in your industry. These trends can be used as a basis for identifying where your business is at a particular position in time. Information from market research helps you benchmark and monitor your progress, which can be useful to make decisions and take action.

  1. Helps you determine the right promise for your business

Every company has its own business promise. It’s easy to conceptualize a vision and mission statement but putting them in action might be a different story. Your R&D team can help you define your brand’s promise based on assessing your business capabilities, resources and outcome from the existing business efforts. Through it, you can tweak and refine your promise with the assurance that you can actually make it happen. 

  1. Helps discover business compromise

Your R&D team can identify new business angles from structured and scientific ways. For example, you launched a new product or service, the market research team can create unbiased and emotionally detached analysis whether these new offers are working and effective. In return, you’d be able to reconsider other ways to improve your services and create compromises that will help your company benefit from.

  1. Helps you stay ahead of the competition

Great R&D teams are relentless in understanding your business and the industry where your company revolves on. With their combined curiosity and willingness to innovate, the research results can be your leverage in determining insights from your competitors which you can use to your advantage by either adapting to their business approach and connect it with your own or make necessary reinventions that work for you.

How to build a Great Research and Data Team

Having the right R&D team is important to help you accomplish your business goals. Overall, they efficiently help you with increasing business productivity and putting your assets in the right places. But building this team has its own set of challenges. The main hurdle is hiring resources because there is a limited pool of talent in the research and data industry and that the number of highly qualified candidates are in return shrinking.

One way to overcome this is by finding the right outsourcing partner who has access to world-class R&D talents who can find the best people fit your unique business needs and will equip and certify your team according to your requirements. With the right partner, you can also save up to 70% on operational costs, yet assuring your team’s efficiency and productivity.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing R&D team:

  • Research Analyst
  • Account Research Specialist
  • Business Analyst
  • Database Maintenance Specialist
  • Product Ops Developer
  • Cybersecurity Specialist
  • Systems Integration Developer
  • Threat Intelligence Analyst
  • Threat Landscape Analyst
  • Systems Administrator
  • Other R&D Experts

Let’s work together to build a great Research and Data Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

1 month ago

The Best Tools for Market Research

Market research tools have come a long way. The innovation of these tools have made the arduous task easier and more seamless. This blog tackles identifying the best market research tools for your business and how to efficiently use them.

But first, let’s cover the basics.

What is Market Research and its importance?

A process of gathering information to improve, evolve and craft products and services that your customers both need and want. Without proper market research, you’d end up spending your company’s capital in wrong places.

Market research allows you to understand your customer’s behaviour, your competitor’s best practices and deduce marketing channels to grow your business.

To reap the full benefits of market research, you can leverage on the following tools for your company.

Best Tools for Market Research

  1. Social Mention

This is an online tool that enables you to gather real-time social media data on any site. By typing the website’s URL, the tool pulls all the social media mentions related to that site. 

Tool Strengths:

  • See social media footprint for your brand across all the media platforms without having to aggregate the data yourself
  • Data and search results are laid out in a simple and easy to read format
  • Discover where and why your competitors are being mentioned to help you tailor your own marketing efforts
  • Know the hashtag, sources, and keywords most frequently associated to a target URL
  1. Survey Monkey

A tool that gathers direct customer insights. You can create a survey or set of questions that are best answered by your customers to understand  lead generation, conversion rates and customer retention rate.

Tool Strengths:

  • Survey is both PC and mobile compatible making it convenient for your customers/respondents
  • Can be integrated with other softwares and platforms
  • Has reporting features that enables easy analysis of survey results
  • Very user-friendly, can create surveys with only few clicks
  1. Google Analytics

Although its entirety is not technically a wider tool in market research, Google Analytics can provide your customers behaviour whilst on your website. It shows which products are viewed most and it also illustrates what social media channels your customers are responding to.

Tool Strengths:

  • It automatically collect data that gives you immediate access to reports
  • Easy integration with third party tools basing on the strategy and the information you want to extract
  •  Find top marketing campaigns in terms of traffic and conversions
  • Determine the location of your best visitors
  1. GrowthBar

Perfect market research tool because it provides instant access to your competitors critical data points and their growth channels as well keywords that are working for them by giving you SEO, SEM, and Facebook advertising access.

Tool Strengths:

  • A simple Chrome extension that instantly allows you to do market research using your Google search page
  • Explore your competitors’ backlink data, social signals, keywords rank, best performing keywords and even spy on their facebook ads
  • most complete market research tool that is 100% free to try and more affordable than any alternative

Great Tool, Great Team

Having the right tool for your Research and Data Team is vital to help them accomplish their tasks easier and quicker. By doing so, your business’s overall efficiency and productivity can also increase. By having the right tools, it allows your R&D team to produce the most usable research that your company can benefit on.

But dealing with these tools can be overwhelming. Building a team of R&D experts and training them on utilizing these tools births another layer of operational responsibility especially and deviates your focus on your core responsibilities. In addition, there is a limited pool of talent in the research and data industry and the number of highly qualified candidates are in return shrinking.

One way to overcome this is by finding the right outsourcing partner who has access to world-class R&D talents who can equip and certify your team to put these tools to good use. The  tools mentioned above along with other market research tools can also be expensive and can  potentially break your bank. But with the right partner, you can save up to 70% on operational costs, yet assuring your team’s efficiency and productivity.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.

We can build you a great, high-performing R&D team:

  • Research Analyst
  • Account Research Specialist
  • Business Analyst
  • Database Maintenance Specialist
  • Product Ops Developer
  • Cybersecurity Specialist
  • Systems Integration Developer
  • Threat Intelligence Analyst
  • Threat Landscape Analyst
  • Systems Administrator
  • Other R&D Experts

Let’s work together to build a great Research and Data Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

1 month ago

Ultimate Guide to Outsourcing Your Finance and Accounting Team​

Controlling your finances means controlling your business…efficiently. Simply put, finance and accounting is at the heart of your company’s success and survival. The formula for effectively navigating a business towards success is by effectively managing income and expenses and having a great finance and accounting team. With those factors at hand, unexpected financial downturns can be easily circumvented. Generating business strategies and contingency plans can also be designed more adeptly through a well-established Finance and Accounting process and skilled domain experts team.

finance-and-accounting-team-outsourcing
finance-and-accounting-team-outsourcing
1 month ago

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