Thinking Outside Of The Box
TeleworkPH
Published: March 11, 2019
Knowing who your customers are is critical in strengthening the emotional connection with them. Obviously it’s impossible to know every single one of your customers personally, but having an understanding of their expectations and needs then surpassing them will greatly impact their loyalty to your brand. It’s critical that customers have a positive interaction to maintain a good reputation. Especially at startup or in the early developmental stages of brand awareness.
Companies that fail to stay on a level where they are reachable and keep their customers at arm’s length walk a dangerous line. There are some that try to even hide from their customers or use a mediocre platform with canned responses and stiff, formal, impersonal interactions. Some start out with great intentions but become overwhelmed as they grow and basic customer support functions fall to the wayside because of costs or focus. These brands normally don’t last long in the market, yet always wonder why.
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This is why some out of the box thinking is important. There are several ways to engage with your customers and make an outstanding first impression. Social media, voice and even live chat on the website are excellent ways to make sure customers stay engaged and walk away with a positive experience. Effectively streamlining the processes of customer care is essential to eliminate the chance of customers not only being frustrated but leaving your brand altogether.
One company in Australia went a step further and created a forum for their customers to engage with each other. Another in Europe used crowdsourcing in addition to their support to help customers along their journey. In both cases this empowered the customers to help each other with difficult technical issues and created a comradery among them. This strategy not only worked in increasing brand loyalty, but the amount of support cases declined. This allowed the support team to focus even heavier on excellent customer care and freed up the core competencies.
These are just a few examples of what some other companies have done. I use these to show how important seamless communication with customers really is. If you find customer engagement is falling because of the cost, lack of a dedicated staff, or the time needed to focus on building an airtight customer care department, that’s where outsourcing can be a critical tool to use to enhance the customer experience.
Outsourcing offers not only a huge reduction in the cost it would be to upgrade your support staff, but the dedicated team will be focused on only customer care, which gives them plenty of room to find the leaks and see other opportunities to offer suggestions on making your customer engagement stronger.
TeleworkPH is devoted to quality customer care. We know the value and importance of relating to your customers on an emotional, empathetic level. It’s important to your brand that every customer be treated as if they are royalty, no matter how big your customer base is. Brand loyalty and awareness are critical components and customer satisfaction will decide the future of your enterprise.
Give us a call and see how we can bridge the gap between you and your customers and ensure they stay loyal to your brand. We are always happy to help.
