Outsource Your Customer Service for Improved Customer Retention

Successful companies know what their customers want and deliver it to them in their preferred methods. This includes everything from products and services to the way they communicate with them. Top-notch companies are tuned in to their target audience, but to truly meet their needs in terms of the customer experience, outsourcing to a professional is a common practice shared by the best organizations.

But why is the customer experience so important? The top reason is undeniably the retention of customers because it’s many times more expensive to attract new customers than it is to retain current customers. To that end, Semrush recently offered stats on the topic that should take skeptics to a new level of belief in the power of retaining customers.

According to Semrush, customer retention has a massive impact on profits. Check out some of these stats gathered from a variety of sources:

• 39% of consumers will spend more with a brand to whom they are loyal, even if other brands offer better prices
• The longer a customer is loyal, the more they spend per purchase
• Only 16% of companies working toward providing better customer service fail to see a return on that investment
• For small e-commerce organizations, 35% of revenue comes from the top 5% of loyal customers

While it’s true that your best efforts will not win over every consumer, the lengths that you go to attempt to improve loyalty has an impact, even if it only makes an impression on a small percentage of people. Did you know that customers ranking in the top 10% of loyalty spend twice as much per order than those in the lower 90%?

Making a Great Impression

By now it should be clear to you that customer retention is important. And for companies that have tried but can’t seem to make any headway in seeing an uptick in customer satisfaction scores, it is time to rethink the customer service strategy.

In order to make a great impression, you have to do a lot more than just provide awesome productions and services. You must also prove to customers that you value their business, and the best way to do this is to make every customer-facing interaction count.

Partnering with the right contact center can provide that much-needed boost in the customer experience, which results in improved retention. Check out these stats that prove the value of customer service excellence in retaining customers:

• 90% of consumers say having a positive interaction with a customer service rep makes them more likely to purchase from that brand again
• Fast resolution of issues is one of the most important aspects of coming back to a business for roughly 60% of consumers
• Consumers say their expectations regarding customer services go up year after year
• When a consumer receives care that they deem to be of “value enhancement” status, there is an 82% chance of them staying with that brand

Making the customer happy is no small feat, but when you partner with a company like Protel BPO, your chances of seeing a big improvement in the customer experience take a jump. Contact us and learn more about the services we offer.