FrontLogix | Beyond Customer Care

Logo - FrontLogix
[weglot_switcher]

Customer Experience

customer experience

Why is customer experience so important?

Everybody is talking about customer experience nowadays, but what is CX, and why is it so important?

The customer’s interactions with your company, brand, product, or service are known as the customer journey. How they feel about all those interactions is Customer Experience.  As the customer moves from discovering the brand and receiving information about products or services, pricing models, and purchasing options to post-purchase handling, troubleshooting, and support, it shapes the Customer Experience. Whether their interactions are offline (in a physical store) or online (e-commerce or social media, email, etc.), doesn’t matter.

Customer Experience = Brand Experience.

Each brand is unique, as is every single one of its customers. Therefore, today it’s all about knowing your customers, asking them the right questions, listening to their responses, and acting on their feedback. All of this adds up to a fantastic Customer Experience. Making your customers feel heard is the key to success, as healthy customer relationships create stable and long-lasting businesses. Excellent customer experience improves Customer Lifetime Value (CLV), customer retention, and CSAT score, increasing loyalty and brand advocacy. And this is precisely why Customer Experience is so important.

Two managers discussing Customer Experience strategies in a professional setting, in front of a lap top

The power is in the customers, not in the brands.

If you and your company fail to meet a customer’s need – you’re doomed. They sit on the throne today. Customers have the power to shape how business is done like never before.  Because at the end of the day, every business exists to serve its customers.

Customer Experience has become a top priority for almost every company today. If you want your brand to remain in good standing in the eyes of your customers, you ought to thoroughly evaluate CX.  If your customers like your brand and the experience, they WILL tell people.  They will share on social media, spread word of mouth, review, refer and bring new customers in. BUT they will do the same if they’re unsatisfied. Likely even louder and more aggressively.  Few forces in nature equal an unsatisfied customer.

The shift from a profit-centric to a customer-centric business model

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Getting your business to the next level

mid-sized contact center bpo

Bigger or smaller Contact Center BPO: which is better?

Does the size of Contact Center Business Process Outsourcing providers really matter?

How big is your company and what are your outsourcing needs?

The major decision: bigger or smaller contact center BPO?

There’s one common misconception: the larger the contact center BPO, the better the quality of the service. On the contrary, compared to larger BPO contact centers, mid-sized or even smaller contact center BPOs can provide exceptional and cost-effective services. These smaller players are also more likely to offer tailored, dedicated, and detailed solutions to meet specific requirements. Smaller contact centers usually deliver better outcomes because of the higher levels of staff engagement and offer more customized attention and service to clients.

Agents with headsets in a Contact Center BPO

Excellent service comes from outstanding teamwork

There’s one common misconception: the larger the contact center BPO, the better the quality of the service. On the contrary, compared to larger BPO-contact centers, mid-sized or even smaller BPOs can provide exceptional and cost-effective services. These smaller players are also more likely to offer tailored, dedicated, and detailed solutions to meet specific requirements. Smaller contact centers usually deliver better outcomes because of the higher levels of staff engagement and offer more customized attention and service to clients.

6 simple yet powerful strategies to improve customer retention

Can you remember the last time you re-engaged with your customers and tried to win them back?

These strategies will do exactly that and more.

Slightly smaller team, but immense customer satisfaction

Customer happiness is, ultimately, the most crucial aspect of your business. To achieve this, you must thoroughly research the BPO pool before choosing one to partner with. At the end of the day, regardless of the size, it must produce satisfactory outcomes and deliver the best solutions.

So, does the size of the Contact-Center BPO provider really matter? It most certainly does! It’s one of the most crucial considerations to make at the start of your BPO partner hunt. You are the only one who can say if “bigger is better” or “less is more” is the right approach for your business.