Winning the Competitive Battle for Customer Loyalty without Breaking the Bank - Sitel - ContactCenterWorld.com Blog
The era of eCommerce has commoditized many industries, leaving service as the key competitive differentiator. According to a recent customer experience report, in our industry, 86% of customers say that they would pay more for a product that provides them better service.
Brands and retailers have come to believe that they can win sales and ongoing loyalty by “delighting” customers. But a story in the Harvard Business Review (HBR) has smart businesses re-thinking their customer-facing strategies by urging “Stop trying to delight your customers.”
Subsequent research by Matthew Dixon, one of the article’s contributors, surveying more than 125,000 customers, 5,000+ agents and more than 100 companies teaches us that customer “delight” only happens 16% of the time. Chasing this rarely achieved “delight” increases operating costs by as much as 20 percent.
Reducing Customer Effort is a much more effective way to win the competitive battle for customer loyalty without washing away profit margins. Sitel Premium Technical Support (PTS) does just that.
Sitel Premium Technical Support (PTS) offers a robust delivery platform to monetize “out-of-scope” contacts by offering customers paid support when they have the need. With Premium Technical Support (PTS) solutions Sitel is creating revenue that can be shared with our clients, converting cost centers into solid revenue stream (profit centers) while improving their customers’ satisfaction by as much as 45 percent.
Simply put, consumers will pay to reduce tech support-based Customer Effort and companies offering PTS are reporting far greater satisfaction stats than that of typical free support.
Premium Tech Support (PTS) is paving the road to customer support satisfaction by maximizing opportunities to enhance the customer experience and reduce customer effort, all while delivering an increase to the bottom line.
With contribution by Chandra Venkatesan.
Publish Date: August 25, 2015 5:00 AM
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