In a world where the battle for customers has never been more fiercely contested, it has never been more important for businesses to be in the right place at the right time to engage with them. A lot has been written about the ‘customer journey’ – the various steps a person takes on their path from problem or need to purchase solution and beyond – but it is not enough to simply know where your potential customers are. The key is doing everything possible to be visible during the “window of opportunity” when they are open to being won over.
Companies can no longer rely on discounts or entry-level browse-to-purchase experiences to drive up conversion rates. The modern customer is drawn to brands that care about more than just the sale, those organizations that are invested in conversations and truly engaging with their audiences. Of course, the sale is still the end goal but in the new world of customer engagement marketing, the success stories are those brands that deliver personalized messages and interact with consumers wherever they are.
Having put your business in the right place at the right time to connect with potential consumers, it is equally critical to deliver a great customer experience once there. Just as more than half of customers say they will never do business with a company again if they have just one negative experience, research shows 93% are more likely to become repeat customers if they receive remarkable service.
Outsourcing has proven to be a cost-effective, low-risk tool for improving customer experience, particularly in an environment where people expect 24/7 service, rival businesses are waiting online and under-resourced companies are in danger of disgruntled customers airing their frustrations on social media and as a result impacting the bottom line.
With businesses under growing pressure to manage customer experience and omnichannel strategies, outsourcing such needs to experts delivers benefits such as:
Learn more about how business leaders are using omnichannel to create a personalized shopping experience and increase the chances that browsers become buyers.
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