The importance of building emotional connections within the outsourcing industry - Pontica Solutions

The importance of building emotional connections within the outsourcing industry

Strategic and emotional client-vendor relationships are crucial for achieving trust and high customer satisfaction.

Within the Knowledge industry, offering a high-quality customer experience is what makes companies stand out on the market. According to a Global Customer Experience Benchmarking Report, CX has become a crucial competitive differentiator for more than 70% of companies. Having a vendor with multilingual workforce that also has the ability to emotionally connect your customers benefits the client company and assures high satisfaction and impact on its customers’ sentiment.

However, when companies do not choose the right vendor or client for their business, they often fail to deliver the anticipated value and results. Positive vendor-client relationships are at the base of a successful and long-lasting partnership which also increases the CSAT. This is important for businesses in the outsourcing industry because finding a vendor with whom you will work from a distance must share similar to your business’ values. Apart from that, it is also crucial for businesses to build trust with their vendors in order to be able to sync their processes, provide higher satisfaction for their customers and achieve as achieve a synergy that might lead to higher revenue and business scale.

When it comes to choosing an outsourcing partner, apart from reliability and technical skills, trust is the third most valued factor, being chosen by more than 80% of asked respondents. Some of the ways strong client-vendor relationships within the knowledge industry can be developed include:

  • Listening and anticipating needs – prior to beginning to work with a client, dedicating time to understand his needs will allow the vendor company to personalize the offered solutions, which will create a better work experience and a positive relationship.
  • Offering feedback – feedback should be valued by both sides to assure smooth communication and limit mistakes. It is also crucial when goals and expectations are being set.
  • Being available and empathetic – being there and offering constant support, along with showing empathy and putting people first might help in exceeding the client’s expectations.
  • Being transparent – with everything going digital, partners, clients and customers value transparency in terms of services offered, prices, reviews and testimonials. Genuine responses and honesty will always be critical to building connections beyond just business.

If you are considering outsourcing parts of your business, it is crucial to find a vendor who will provide an excellent customer experience by treating your customers with care and empathy. Building a positive and emotional client-vendor relationship is the first step toward adding value to the services offered and achieving common goals. If you are considering increasing the value your business offers, get in touch with us.