Finding the differentiating factor for your business is a tall task. Superior products and prices can be great advantages but all these can be easily imitated. Case in point, Apple was once considered the pioneer for smartphones with the launch of the highly successful iPhone. Pretty soon, waves of cheaper phones that performs just as well, or even better, emerged.
This lead to Apple having to face stiff and numerous competitions in the smartphone market. To combat this, Apple banked on superb customer service to stay on top. This way, they had more time to improve their actual products and services while they maintained their customer loyalty.
So what’s a good comparative advantage to stay on top of the game?
Enhance the customer experience.
Businesses in different situations, settings, and markets have their own distinct brand identities. How they should interact with customers will definitely be unique from others.
Customers want the best buying experience and this often requires businesses to know them intimately. However, gaining this type of crucial client information requires a lot of effort, especially since customers are now more vocal and demanding than ever thanks to the convenience brought by technology and brands adjusting their offerings at the speed of light. A dedicated team could directly enhance customer service through brand messaging while indirectly help the company keep its core operational team focused on product enhancements.
So how can you make your business’ customer experience something that your customers would rave about and share to other people? Here are two simple things to keep in mind.
Commit to Brand Message
The first order of business is to make sure your business is committed to giving out the best customer experience for your name. Create guidelines and processes that would not only take care of your customers but also promote your brand’s messaging.
Dedicate a Customer Service Team
Creating a dedicated team for customer experience is crucial as well. Dealing with tons of customer data is an arduous task. Gathering all kinds of information on all customer contact points is a task that may prove too much for people who have to perform other duties in business as well.
However, these may be too costly for small businesses that neither have the resources or manpower to have their own customer service team.
Enter Business Process Outsourcing (BPO). Thanks to BPO service providers, financially challenged and resource-constrained businesses can now also enhance their Customer Experience:
- When they add a call center operation with inbound and outbound capabilities to their business model, giving a more personal touch in customer interactions through dedicated and knowledgeable agents.
- BPO providers can also prevent unanswered inquiries channels like social media, phone, and email.
- BPO providers are also equipped with the necessary technology so they can gather real-time data as interactions happen.
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.
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