Investing in customer service is a necessary investment in the future of your company. When done well, prioritizing customer service translates to higher customer lifetime value and positively impacts your bottom line.

Improving customer service means focusing on the dual strategy of 1) listening to the voice of the customer and 2) proactively addressing customer journey friction points your customers may not even be aware of. This strategy requires innovation and creativity, and it’s the reason why many brands choose a contact center outsourcing partner to bring fresh ideas, new technology, and proven pilot projects to the table.

Why Customer Service Is Important

Customers who have positive experiences with a company are more likely to return and make repeat purchases. As highlighted in a previous blog post, studies show that customers who had an issue that was rectified by the company are 30% more loyal than customers who never had an issue! This phenomenon, known as the service recovery paradox, shows just how impactful a thoughtful resolution can be. It also shows that these valuable interactions are best left to people who can connect with the customer on an emotional level rather than to a bot. According to customer experience guru Shep Hyken, the most likely reason customers defect from a brand (upwards of 70% of the time) is when they feel that the brand doesn’t care about them. Satisfied customers are less likely to switch to competitors, reducing churn and enhancing long-term profitability. And when customers feel appreciated and have positive interactions with a brand, they are more likely to upgrade their purchases or buy additional products and services.

Customer service is important because it’s so closely linked to employee experience. When employees see their organization prioritizing customer satisfaction, they feel more engaged and motivated to deliver better service. A customer-centric culture fosters a positive work environment, leading to higher employee retention and productivity. Satisfied employees contribute to enhanced customer interactions, creating a cycle of positive reinforcement that benefits both customers and the organization.

Keeping in mind why customer service is important, organizations must implement strategic initiatives aimed at improving interactions across all touchpoints. Here are some effective strategies:

Understand Customer Needs Through Data and Feedback

Customer feedback is a goldmine for improving experiences. Researching and actioning feedback demonstrates your commitment to customer satisfaction. Feedback gleaned through surveys, reviews, and direct outreach, using tools such as surveys or social listening platforms can be valuable sources of insight. Analyze the feedback carefully to identify recurring themes and categorize each area according to effort and impact from low to high, prioritizing changes that have the most significant impact and require the lowest effort. Once changes are made, close the loop by informing customers about the improvements inspired by their input. This builds trust and reinforces their value to your organization.

Seek to Personalize and Customize

The bar for personalized customer experience has been consistently raised over the years and that’s a good thing. Award-winning serial entrepreneur Daniel Priestly claims that American consumers are stressed out and overwhelmed by the massive amount of stuff they own and the thought of adding new products to their already cluttered homes are a psychological barrier to purchasing more – unless, that is, the customer feels confident that the product is a necessary and tailor-made fit for them. Businesses can use AI and machine learning in the contact center to offer personalized recommendations and customized product offerings by popping up recommendations to agents in real-time.

Partner with an Outsourced Contact Center

The advantage of contact center outsourcing are many, but include lower cost to serve, particularly in the case of nearshore and offshore contact centers, access to an objective team of customer experience experts, and creative solutioning ideas. Allowing a trusted partner to assess and recommend process and technology changes allows you to focus more on overall CX strategy rather than being mired in the operational weeds. Make sure your outsourcing partner offers the flexibility you need for success.

Offer a Seamless Omnichannel Experience

Customers interact with brands through various channels, including websites, mobile apps, social media, and physical stores. Ensuring a seamless omnichannel experience helps maintain consistency in messaging, service quality, and customer satisfaction across all touchpoints. Businesses should integrate their digital and offline experiences to create a cohesive journey for customers. The in-store CX and out-of-store CX should always align.

Continuously Improve and Innovate

Customer expectations evolve over time, so organizations must continuously innovate to stay ahead. Regularly updating products, services, and customer service practices based on market trends and customer feedback helps maintain relevance and competitiveness. This is also where a trusted contact center outsourcing partner can help.

Organizations that prioritize the customer experience are poised to maintain a competitive advantage. That translates to higher customer loyalty, increased revenue, and a stronger brand reputation. By investing in customer insights, personalization, omnichannel experiences, and contact center outsourcing partnerships, businesses can create more meaningful interactions that drive long-term success.

Customer service is important. For more information about how Advensus can support your efforts, contact us.