Companies achieve growth through a positive customer experience, wherein customer service plays a crucial role. Poor customer service will often live with your customer for a while. In 1750 BC, the first ever customer complaint was immortalised in stone, when a customer complained that the copper they were sold was substandard. Imagine the impact if that was written on social media for the world to see.
Additionally, customer feedback has become incredibly accessible in today’s world. This accessibility should motivate businesses to strive for excellence in customer experience. By focusing on this aspect, businesses can distinguish themselves in the highly crowded and competitive industry.
What is a Customer Experience?
Zappos is a trailblazer in the online retail game, earning a reputation for going to” extremes for its customers”. They pioneered the free shipping & returns game, provided generous return policies, and unlimited call times. Zappos also strived for perfected and specialised customer support service.
The exceptional customer experience offered by Zappos is what distinguishes the company in the minds of consumers beyond its core functions. Around 2003, Zappos became renowned as a company that deeply valued its customers’ experiences. This commitment to customer satisfaction is ultimately what draws customers back to their services, setting Zappos apart from thousands of other online retail shoe companies.
Companies want customers to be a part of something that is distinctly theirs. This unique experience should be the top priority for customer service efforts. It’s daunting in its definition but it has major payoffs. According to Zappos’ former CEO, Tony Hsieh “most of the money we might ordinarily have spent on advertising should be invested in customer service, so that our customers will do the marketing for us through word of mouth.“
Paving the Way for a Great Customer Experience
As businesses grow, understanding how your audience experiences the journey from discovery to purchase to feedback is essential. It’s the role of your offshore customer service team to facilitate positive experiences that foster loyal customers. With us as your offshore provider, you can equip your team with the knowledge and tools to do so!
It may seem that customer service will always remain as it is, and it doesn’t have to change. You may always have a team to just answer calls and respond by the book. But, through an offshore team, you can develop a comprehensive and strategic branded customer experience to propel your business growth forward.
But what are the components to make up a good customer experience?
A Specialised Customer Service Team
Your Customer Service Team is the first area to perfect as a well-oiled machine. Audiences nowadays have real-time access to your business through social media, or through something simple like a phone.
Make sure that no call, message, or feedback goes unanswered! Your Customer Service Team should know the ins and outs of your industry to properly provide excellent customer service. Not only that but they should be briefed and trained on product features and initiatives. Being aware of your company’s branding, and how they must interact with customers equips them better as the helping voice of your business.
How Competitive is your Customer Experience?
Examining your competitors’ customer experience lets you know where you stand in the industry. Are you using the industry standard when it comes to customer service? How are you stacking up against the online and on-call customer service that everyone else provides?
It’s not only a great way to identify customer experience gaps, but it’s a way to exceed the standard. There are new avenues to enhance your customer experience every day. New social media platforms, new tools, and new avenues where you can set your own benchmark for success.
Maintaining Loyal Customers
You should also incentivise customer feedback and use it as a framework to improve the experience. You can collect and examine feedback regularly through polls, interviews, or social media.
The data from these sources can guide your customer experience initiatives. This demonstrates to your audience that you are attentive and receptive to constructive criticism. It also helps them invest time and loyalty to your business as they evolve with you.
Offshoring Can Ignite the Engine that Drives Growth
As an offshore provider, HGS is your pit stop to help you succeed in your offshore journey. We can help you strategically plan how you want to drive growth through a branded customer experience – from strategic planning to staff training to further scaling. We ensure that your team is well-equipped with a great work environment and the equipment they need to drive your business forward!
If you’re ready to start your offshoring journey, then you can contact HGS right here. We’d be happy to take on this trip with you.
Citations:
HGS Offshore Staffing Solutions. “How More Retail Brands are Offshoring Social Media Managers.” HGS Offshore Staffing Solutions, 28 Nov. 2023.
Hsieh, Tony. “How I Did It: Zappos’s CEO on Going to Extremes for Customers.” Harvard Business Review, July 2010.
Hyken, Shep. “Oldest Customer Service Complaint Discovered: A Lesson from Ancient Babylon.” Forbes, 23 Apr. 2015.
