Customer experience, also known as CX, is the new benchmark that is used by companies to keep their most important asset – clients. Providing a brilliant CX ensures that companies stand out from the endless competition that is constantly coming up. In fact, 89% of companies consider customer experience to be of crucial importance when it comes to driving customer loyalty and retention.
This isn’t a coincidence, as a great CX aids immensely in the formation of one of the most important aspects for businesses – customer loyalty. As mentioned in one of our previous articles, customer behavior continues to evolve which introduces new customer needs and new expectations.
But what exactly does customer loyalty mean and what does it entail for the business?
Put simply, customer loyalty refers to the willingness of the client to interact with the business or purchase from them on a regular and ongoing basis. Not only do loyal customers spend 67% more on a brand’s product or service than new customers, but they also bring a multitude of benefits along:
For a company to begin its journey on providing great customer experience and brand loyalty, it could focus on several areas. The first area is to focus on building trust with the customers themselves. This is crucial as it has been shown, that 42% of customers will change brands if they feel as if they’ve lost trust in a company. Building trust with your customers begins with your call center agents having emotional intelligence, as this creates a system that makes empathy and customer satisfaction a priority.
The second area is providing customers with the chance of connecting easily with you and in a way that is convenient for them. Finally, a company could make use of offering customer service in different languages during any interaction with the clients, and what better way to do so than hire an outsourcing company.
Outsourcing companies, such as Pontica, can blend seamlessly into the company’s dynamic and teams. At Pontica, we ensure that the experience is combined with the capability to optimize your solution and maximize every interaction’s potential.
What benefits do you get from outsourcing your CX?
Outsourcing your CX can bring several benefits to your company in the long run. Such benefits include:
Ready to level up your CX game? Get in touch with us to day!