Outsourcing Trend: Customer Satisfaction to Customer Loyalty

On September 20, 2011, in Outsourcing, by Business Development Group

On the onset of outsourcing, understanding your consumer--and what keeps them --is where businesses succeed and others usually fail. As the business adage – it costs more to recruit a new customer than retaining an existing one, with global marketing integrating more competition than ever before, businesses struggle retaining its customers. On the onset of outsourcing, understanding your consumer–and what keeps them –is where businesses succeed and others usually fail.

Fact:  It is more expensive to recruit a new customer than retaining an existing one.

Fact:  Businesses struggle to retain its customers.

Fact:  Satisfied customers can highly likely to become loyal customers.

Nowadays, telemarketers cite their focus on attracting and keeping customers. Persuading consumers on services or products as well as skipping on competitors, even if brand loyalty means spending more money. As the trend of business process outsourcing (BPO) or knowledge process outsourcing (KPO) rise in numbers, customer engagement strategies plays a role in tapping into customer emotions, emerging technologies and clearly-defined business goals. The tactics also require hiring the right people for customer contact jobs.

The Goal

To engage customers requires efforts creating impact. Generating more revenue through extra services or extensions ranks as the highest on customer engagement strategies. Other common strategies in enhancing  customer engagement includes getting into new or emerging markets, letting sales representatives  get into marketing clutter, and opening new  segments.

                    (Read related article:How to Outsource Services Effectively.

The Feel

Developing emotional attachments on services and products is a tool a successful sales and marketing agent should be abreast about.  Knowing to capitalize on the sentimental ties along with the marketing tactics should be established. Customer engagement is more about confidence as customers expect companies live up to its promise.

Read related article:Drafting Outsourcing Agreements

 The Access

Customer expects access on product information on sites with vital content and creative design. Should be interactive, a site should focus on content that not only draw customers’ attention, but also entice customers to submit their personal details, turning it to valuable customer leads. Such strategy involves social networking and the multimedia, a combined effort of concepts and content that technology and marketing team establishes flow of internet resources.

Read related article: Ousourcing Destination

The Staff

Establishments believe that customer service paves in the way of revenue or profits. Employees plays an important role as a link between the product or service to the customer with the agent or representative as the sound image of the target customer. It is all about the relation of a satisfied customer and the happy employee. A staff that clearly knows its employer’s brand, the customer base, establishes as the most effective customer engagement strategy.

Meet Outsourcing Casey!

Meet outsourcing Casey!

17 Responses to “Outsourcing Trend: Customer Satisfaction to Customer Loyalty”

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