“Staying agile allows brands to adapt to the customers’ needs and desires when it comes to getting support.”

 

Many business leaders agree that customer experience (CX) is vital for success, yet only 51% of CX professionals say that customer feedback is a leading factor in their business’s overall strategy. 

A customer-centric business strategy is essential to keep up with the evolving needs of customers. Utilizing customer feedback can  help with business growth and revenue. In a recent survey, 63% of CX professionals agreed that customer feedback largely contributes to their organization’s growth and revenue. Staying agile allows brands to adapt to the customers’ needs and desires when it comes to getting support.

In the same survey, leaders agree there’s a need for customer insights in real-time, but only 32% said that their current CX solution meets their business’s needs. While there’s a consensus among leaders that the success of their brand relies heavily on the success of their CX, there are factors preventing them from actually investing in their CX.

Below are some common challenges brands face when trying to deliver an exceptional customer experience along with some solutions to take their CX to the next level.

Technology Advances Too Quickly for Brands to Keep Up
Customer service is constantly changing. New technologies are released all the time to make customer care programs easier and more efficient. These technologies change at such a rapid rate, and customers’ needs and desires for a higher level of support evolve just as quickly. It’s hard for brands to keep up with the demand for better CX. 

That’s why it’s important to partner with an outsourcer who invests in technology and is committed to walking you through new enhancements that would benefit your company.

Meeting Channel Needs of Customers in a Cost-Effective Way
Companies should look beyond the negative reputation of offshoring and focus on how a global solution can actually drive value and enhance customer experiences. Near and offshore solutions can provide increased savings and overall flexibility, while never missing a beat when it comes to world-class customer care.

Choosing a global location with a service-oriented culture is key. It’s well known that staff attrition is lower outside of western countries and centers with overnight operations tend to experience lower attrition rates. Pair this with a focus on employee experience, and you’ll see engaged, dynamic, and empowered customer service ambassadors for any brand.

Balancing Growth Objectives With the Consumer Experience.
Growth within a customer care program always exposes unique challenges – whether it’s cultural alignment across global sites or maintaining operational excellence when onboarding a large quantity of new team members. The best way to combat this is to invest in strong leadership. 

Ensuring your leaders are subject matter experts in their programs helps spread necessary skills to team members without compromising on quality customer care. 

Using Metrics to Develop An Internal Business Strategy
If your business’s data is used in the right ways, it can act as a driving force to improve efficiency and create change, while also proving its ROI importance.

Key Performance Indicators (KPIs) can help measure and drive your CX from the contact center to overall corporate goals. One way of doing this is to educate executive and cross-functional teams to truly understand what your customers are saying. It’s also important to focus on a metric or process that fits your brand while representing your customers’ point of view outside of the contact center. A great example of this is the Net Promoter Score (NPS).

Providing Consistent CX Across All Touchpoints
The key to providing a consistent experience across all customer touchpoints is to ensure your outsourcing partner is aligned with your brand and culture. Your partner should focus on recruiting people who share the same values, customizing training materials to immerse the teams into your brand, and investing in branded spaces that live and breathe who you are. If your customer care team  feels like they are a part of your brand, they are guaranteed to deliver customer experiences that align with all other areas of your business.