Call centers are driven by customer obsession. Everything we do, from onboarding to agent coaching, to process improvement, to quality assurance, is focused on improving the customer experience. But doing these things well requires a deep commitment to understanding every need and requirement from customers, including how to delight them every step of the way of their buyer’s journey.
Using a motto like “customer obsession” may sound a little scary. But when we talk about it in a business context, we are talking about a true connection with customers. It’s about switching our customers into fans who are loyal, believe in the business and keep returning again and again.
It’s not enough to simply say, we are “customer-obsessed.” That’s not how it works. Customer obsession must be built into our business ecosystem. It should be reinforced through strategic planning and tactical practices.
In this blog post, we’ll look at customer obsession, how valuable it is for long-term success, and how it makes a meaningful difference in contact centers.
63% of customers expect a personalized experience. Companies can only provide this type of service when they understand their customers, i.e., when they become customer obsessed. Customer obsession is also when organizations purposely add value to the customer experience at every touchpoint. Customer-obsessed organizations are always thinking of innovative and exciting ways to increase retention and encourage customer loyalty.
Your business needs to work on improving the buyer’s journey and building dependence on your brand. Investing in customer obsession is great for business; it can result in at least a 700% ROI over a period of twelve years. Some of the tactics you can use to introduce the customer obsession concept into your call center include:
Companies face ever-increasing levels of competition in today’s challenging environment. Retaining and acquiring new customers is vital for long-term success. Customer obsession does exactly this; it focuses on creating a robust list of repeat customers.
When a customer knows they’ll get great service and product, they are more likely to return again and again. The proof is in the statistics. Customer obsessed companies have 2.5 times improved revenue growth, and 2.2 times higher retention rates than companies that do not focus on customer obsession.
Here’s a deeper dive into how customer obsession can improve retention and acquisition rates in call centers:
Implementing a contact center quality assurance (QA) plan is a fantastic way to create customer-obsessed agents. A QA plan offers agents opportunities for growth and development in all areas of the customer experience, which in turn makes agents more engaged and motivated in their work. Here are a few other ways to encourage agents to become more customer obsessed:
Choosing the right technology can help you to scale your customer-obsessed business. In a hyper-competitive market, customer obsession is more than a buzzword. It is a necessity for accomplishing your goals. We can help you understand how to bridge technology and customer obsession in the pursuit of long-term success.
Here at Scorebuddy, we share your customer-obsessed vision. That’s why we designed a QA platform that helps you understand the nuances behind customer expectations and experiences. The tools in a QA program can help you maximize the potential of your call center team and expand your capabilities like never before. What are you waiting for? Book a free 30-day trial of Scorebuddy’s solution today.