The uncertain economic environment and what this could mean for business operations is vital to know when planning ahead, says Yaron Assabi, CEO of Digital Solutions Group (DSG).
The same is true for the contact centre environment, and there's another key aspect to consider here in uncertain times - customer loyalty, he adds.
“Today's consumers have more choices of complex products, which means managing customer relations in a contact centre environment has never been more critical. However, customer loyalty can be maintained or achieved in such uncertain times,” he notes.
Having the resilience to maintain or increase a focus on your customers and their interaction with your company, Assabi says, is the first step to supporting your organisation's ability to improve business margins and build brand equity.
“Make sure you create a better and more satisfying experience than your competitors, because even in the bad economic circumstances, some customers will still be spending and some customers will pay a premium to remain with your company rather than incur the expenses and inconvenience of moving to a competitor.”
Companies must ensure they provide a richer and more rewarding customer experience than their competitors, and look at ways to improve customer queries and turnaround time, or give improved feedback.
“In the current economic environment, no-one can really afford to lose customers, so examining ways in which to cut costs must not be done at the expense of delivering good customer service. Any requirement for cost optimisation should be balanced with tempered investments that help you retain customers. We are all aware the cost of attracting new customers far outweighs the cost of retaining them,” he says.
Companies should not postpone investments, but rather reduce the scope of intended projects, and focus on delivering customer enhancements. “Spend your budgets wisely on investments on existing customers, and not merely on attracting new ones. Keep the customers you already have happy and grow their value,” he says.
“By delivering unwavering customer service in tough times, customers will remember that through the good and bad times, your company can be trusted to deliver on your promises, allowing you to truly stand out among your competitors.”
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