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6 Reasons To Be Customer Centric

March 03, 2017 David Carrizales

What exactly is customer centricity and why does it matter?

It’s a simple truth. Call centers realize gains when all operations fixate on its most essential asset: its customer base. Clients that use your services to make their lives better are likely to ask the questions that call centers should know the answers to. After all they came to you to improve upon their current provisions. So are you focused on your customer’s needs? Having effective, attentive, and sensible solutions to their questions could make the difference in having a regular client and a one-time, regretted acquisition.

Think about your customer support team. Customer support shouldn’t just be a department; it should be a customer centric philosophy that call centers keep next to their heart. There have been many discussions online on putting the customer first and the income will come after. Both the call center and the customer are aiming for the same goals- success and profitability. They would like your service to assist them to achieve those goals and when you do everybody wins. Not to mention you get a satisfied, loyal client.

Customer centricity is an advertising technique with the fundamental aim of obtaining high value clients and increasing the value of every customer relationship. It accepts that there is no “average” client and that the variations among customers indicate a chance to build more lasting, lucrative relationships via appropriate communication.

Customer centricity stands in contrast to some other usual advertising and marketing techniques, like product-centricity (competitive benefit via superior product model or merchandising) or channel-centricity (concentrate on accomplishing dominance in one or maybe more channels).

So let’s look at why Customer Centricity is important.

It Shows You Care

Clients are usually more loyal to call centers they feel a connection to; a link that will keep them coming back. Clients simply cannot connect with organizations they sense are only out to make money. So it pays to be empathetic and offer a service that really provides long term solutions that put the customer first.

Be genuine and present a first class, personalized service that is designed to create a partnership that is mutually beneficial, not one sided.

It Helps You Continue being Competitive in the Age of the Internet

The web has totally changed the game for product development and comparison shopping. It has become much more simple for customers to purchase a product and get the very best deals. In a medium where every single business could become a player, it is now crucial that companies set themselves apart to accomplish brand loyalty. This is where customer-centric organizations prosper. Once customers feel they have a personal relationship with you, they will always be more loyal to you and your brand.

Compelled Responsiveness to Feedback Can Drive Innovation

Become customer centric and push yourself to accept feedback (good or bad), and shift company attention accordingly. It could present your business with the specifics and statistics it requires to re-evaluate approach and take a look at processes via a different set of eyes.

It pinpoints exactly what could be improved for the better specifically for your customers. Thus allowing you to create tailored solutions to meet your customer’s needs.

A simple way to obtain authentic customer feedback is to tap into the call center. Follow customer conversations and look for trends that might appear. Note if clients are usually visiting your service team for a particular benefit or service, and find out if there could be a chance for your team to adapt and become even more of an asset to them.

Clients pay back Anticipatory Service with More Loyalty and Long term Value

Advanced businesses assess their customers’ long term value or profitability. Life time worth is dependent on the income acquired from a client over the entire lifespan of an active account. Fulfilling or exceeding customers’ support anticipation maximizes their longevity and, because of this, maximizes their value. The concept of customer relationships is simple and easy; the value you receive is proportionate to the value you provide. To achieve and maintain this equilibrium today’s companies have to set up a dialogue with clients that exhibits an awareness of their information requirements as well as respect for their communication choices. The more contacts made with a client, the “stickier” that client gets. Once clients are regularly provided valuable information this stickiness can easily form a long lasting bond of loyalty.

Greater Customer Retention VS the Expense of Gaining New Customers

What exactly is the cost of adding a new client or replacing lost business? Think about the very competitive telecommunications industry. Carriers calculate their cost per subscriber to be anywhere between $275 and $425. On average, it might take 12-16 months to get back that first investment. Therefore, carriers don’t start gaining from a new client until the last few months of a usual two-year contract agreement. Here’s where proactive customer service can put a real dent in client churn. What if carrier agents’ engagement is proactive and clients are advised in advance that their prepaid accounts are almost finished? Or better still, to let them know about more favorable calling plans based on their phone usage patterns? Though customers might change to lower cost plan, the value of locking clients into new two-year contracts is very easy to measure. Not to mention good customer service and retention often equal higher Net Promoter Scores and positive feedback keeping the flow of customers coming in while keeping the current customer base intact.

Call Center Proficiency Develops with Lessened Call Volume and Automated Outreach

Take a look at your present call center techniques for customer support trends. Are clients calling in to get more detailed informative type transactions? Do they undergo a workflow process for instance mortgage financing authorization? More often than not when clients who happen to be making a transition through a phased process get in touch with a business they’re only looking for a status update. You can actually improve agents’ engagement by preempting these kinds of interactions and lessen inbound contact volume by proactively reaching out to clients to report on developments. In the event that delays take place you could, as soon as possible, make them informed, let them know of the cause and reset their expectations. The comfort you provide results in a more positive customer experience which helps build loyalty, and with totally automated transactions you could also cut back costs.

David Carrizales

David Carrizales is the Senior Vice President for Etech’s On-Shore and Nearshore Operations. David has over 21 years of advertising, marketing, BPO and contact center experience that began in Nacogdoches in 2000. David's responsibilities include overseeing Etech’s 6 on-shore centers and our Nearshore, Montego Bay, Jamaica center with a focus on contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.