Customer Experience – The Key To Brand Success?

Tuesday, February 19th, 2019

According to a recent study, it is suggested that customer experience may become the key brand differentiator in the very near future.

A great customer journey has always been a key element in most purchasing decisions, but the realisation that a customer’s buying experience is so intrinsically linked to a successful outcome may mean that some businesses will now need to improve and/or overhaul existing systems and workflows that are no longer fit for purpose.

Whilst delivering the perfect customer experience every single time is not going to be a practical possibility for many, identifying where improvements can be made and planning accordingly is the key and of course, mplcontact Sutton Coldfield can help with that.

Of course, there can be no better source of information on what may be required to change than the customers themselves. Their views on the customer journey will be vital when determining how an overall service has been received. Customers’ views can be canvassed by asking for informal feedback at the end of the call, a short survey, or even perhaps a feedback/review system. Monitoring social media channels can also be very effective too.

Eliminating major points of frustration is crucial and amongst those, few can be more infuriating for the customer than being disconnected mid-call or having to repeat everything more than once. Simple solutions include recording the customer’s phone number at the beginning of the call and detailed logging of the customer journey in order to reduce the need for repetition each time they make contact.

mplcontact Sutton Coldfield can help your business to provide the best possible customer experience with professional inbound call handling and call answering service solutions to support your team.

To find out more about these services, just call us today on 0121 362 7001 or alternatively, complete the online enquiry form by clicking the link HERE and one of our friendly experts will be in touch to see how we can help your business retain more of its customers.

Our Property Division manages such a diverse portfolio that no one call is ever the same. The mplcontact agents support our in-house team.

Stuart Auger | Midlands Co-operative Society