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Integrating technology for optimal CX delivery
By Jen Garde, Ubiquity
That’s a big mistake, especially when a 10% increase in customer retention leads to a 30% increase in a company’s overall value.
Keeping CX in your sights throughout early growth is a lot easier when you make the right investments up front. It commits you to a course of action that it pays to follow through on—businesses that focus on customer experience see an 80% increase in revenue.
It’s significantly harder to measure CX in numbers when different departments use different metrics. An advanced BPO provider that specializes in partnership with ambitious challenger brands should have the experience to define a common taxonomy of CX value between functions to measure success holistically.
That means they’ll do more than simply deliver great CX at the point of customer contact. They’ll also actively translate the performance results they collect into metrics that matter most to your brand like Customer Effort Score, Customer Lifetime Value, Net Promoter Score, referral rates or otherwise.
Consider a BPO customer service partner that can provide omnichannel customer experience outsourcing to offer support in all channels and connect effortlessly.
“Devise a system that helps you aggregate feedback and analyze it. Your customers and your agents are humans who want to be heard. If they’ve taken the time to share feedback, making them feel listened to can earn their trust and loyalty.”
Jen Garde is senior vice president of client solutions at Ubiquity. She works with clients to ensure operational and strategic alignment across departments and organizations as well as driving success beyond traditional KPIs.
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