In her recent article, Lynn Hunsaker discusses organic company growth through customer experience. Basically, companies often spend money on different strategies in order to increase revenue, but the ideal way of growing a company is to provide a customer experience that keeps customers coming back consistently and leads them to spread positive feedback to others, which sends those people to the company as well. In order to achieve organic growth, Hunsaker says the company culture must be geared toward customer satisfaction before strictly financial motives. Hunsaker provides and elaborates on the following four requirements to organic company growth:
Every person of every job level in every department needs to have a customer-centric mindset. When this happens, the result will be that the customers see authenticity in your claims and promises of providing great service and they’ll be more likely to develop a loyalty to the company. The more returning customers a company has, the more they’ll grow and benefit financially.
When it comes to contact centers, it goes without saying that having a customer-centric culture is crucial to success. This is accomplished by setting specific hiring criteria for call center agents and supervisors that requires a customer-first mindset. After the right people are hired to be call center agents, there needs to be training in place that provides real-world call center simulation based on customer personas. This develops a habit of remembering that the person on the other line has their own backstory that has led them to call the company, which helps employees have an easier time showing empathy towards upset customers. In addition to instilling a customer-centric mindset in the company culture, it’s also important to keep the dialogue between employees and supervisors/managers open for feedback and ideas. Some of the most valuable information comes from call center agent experiences, so managers need to welcome their input to determine the best ways to optimize processes in order to better serve customers.
This blog post is based on an article from CustomerThink. To read the original article, please click the link below:
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