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Transitioning Customers from ‘Like’ to ‘Love’

What’s better than a bouquet of roses or a heart-shaped box of chocolates on February, 14th? In my opinion, it’s unmatched quality of customer service.

A recent Forrester blog suggested that in 2015 companies will aggregate more information from CRM platforms in order to improve the customer experience. In other words, this year the contact center is going to be defined by going that extra mile to improve customer relationships to transition first-time prospects into loyal brand proponents.

Executives should be focusing on what they can do to ensure consumer retention. It’s no secret that the quality of customer service directly affects your ROI. Providing exceptional service is vital to a company’s future development.

So, what more can your company do to encourage customers cross the line from ‘like’ to ‘love?’ Here are a few suggestions:

  • Utilize Business Analytics: Collecting and leveraging relevant data and analytics can help immediately improve your understanding of consumer behavior and habits. For instance, do your customers prefer live chat over phone calls to solve queries? When you understand the trends of your client base, you’ll be able to offer more tailored customer service.
  • Appreciate Your Employees: Satisfied and fulfilled employees produce higher quality service for your organization, a topic we cover frequently on this So prioritize internal corporate culture as much as you do stellar customer service. It’s the small things like celebrating a top-notch customer interaction or a new sale deal that will make the difference.
  • Provide Expert Training to Your Operators: Rather than having a contact center use a blanket script for all consumers, customize your scripts for the various demographics you touch. Businesses that outsource contact center operations must care about cultivating the right voice for their brand in order to maintain a positive reputation. At InfoCision, we go beyond the typical phone operator standard by staffing our facilities with expertly trained Communicators who provide personalized customer service based on specific client demographics.

The question remains: how are you going to spread the love this year? Comment in the box below and tell us how you’re going to improve your quality of customer service this month and beyond!

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the American Teleservices Association (ATA). He also donates his time to serve on several University boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s higher honor, the prestigious Fulcrum Award.

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