There are certain companies out there that are “feel good” companies. Their employees happily work as a team. Their customers are enthusiastic about their product. Cliff Bar, Starbucks and Google seem to meet this description. Customers will want to come to you and refer their friends if you offer a good customer experience.
I have noticed that plumbers, electricians, and outsourcing companies tend to not invest much (understatement of the year) in the customer experience. What if you molded your BPO company so that your customer’s experience from the first email or phone call they made to you until their 143rd project with you was seamless and a wonderful, pleasant experience that they would fondly tell their grandchildren about. In my experience, I have never seen an outsourcing company do anything like this.
The reason that BPO companies don’t invest in customer experience is that they are not even aware that it matters and they don’t think about it. All actions start with thoughts. Remember the big bang 16.4 billion years ago. That started with a divine thought. An awakening of divine consciousness. You need to have your own big bang!
What are some things you can do to enhance the customer experience.
(1) Hire people who are nice and well trained to answer phone calls and emails. That way people will get pleasant and informative answers to their questions.
(2) Give prompt quotes when price queries are made
(3) Give regular feedback to clients whether they want it or not.
(4) Call them just to show your appreciation. Maybe a small gift if they are a valued client.
(5) Get your work done on time or early, every time. Nobody will complain about that.
(6) Give helpful suggestions with or without being asked that are in the best interest of your client, and not necessarily in the best interests of your sales quotas.
Good luck. If you can become the master of customer experience, you could conceivably become the biggest outsourcer in the world due to the fact that nobody else is even conscious of this very important concept!
(1) If you can master the art of customer experience, you’ll become the biggest outsourcer in the world
(2) Nobody else is even thinking of the customer experience, so if you do, you’ll clean up!
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