Why Customer Experience (CX) Is Key For Growth

by Jean Viray

Oct 6
Customer Experience is Key for Growth - ADDMORE Outsourcing

Whether businesses like it or not, overall Customer Experience (CX) is crucial, and is an important and defining factor in any organization’s success. When your business has stellar customer service, 77% recommend the brand to others, according to a study made by American Express. In stark contrast, 86% of consumers said they’d stop buying and even tell others about their awful buying experience, if they ever encounter a less-than-satisfactory situation. In addition, consumers won’t likely give the brand another chance after only one bad experience.

Which is why modern businesses, especially those still recovering from the onslaught of the pandemic, can’t afford to have customer service be an afterthought. Sure, there are budget cuts to be considered and a leaner workforce – but there is a more viable cost-effective solution to address the need to amp up your brand’s CX success.

Jeff Bezos, founder of Amazon, has always believed that a company should build its brand on customer experience. Starbucks is well-known for making CX a priority, so much so that they would close all locations early one day a year for its mandatory staff training. AmEx likewise has streamlined their process for proactive outreach which allows their reps to resolve disputes quickly while communicating with customers. Delivering excellent customer service begins with putting the consumer first.

Customer Experience is Key - ADDMORE Outsourcing

One factor those three Fortune 500 companies have in common is that they outsource their CX to the Philippines – along with top brands like Nike, JP Morgan Chase and Google. These brands over the past few decades have entrusted to outsource their customer service to reputable offshore providers in the Philippines, and for good reason.

Colin Addley, President of ADDMORE Outsourcing, notes that there are many factors such as the local agents’ excellent proficiency in English at well over 97%, the surprisingly low labor costs, and the highly-skilled, adaptable, passionate and educated workforce that is readily available for clients.

When smart businesses partner with reputable offshore providers such as ADDMORE Outsourcing, not only will companies have the benefit of focusing on CX best practices and technology – but they will definitely stand out in an already-crowded digital landscape to attract more customers. Consumers are smarter now, with the 5-star CX experience they’ve had with Amazon, Starbucks and AmEx and higher expectations . And putting your brand on the same level as these top-tier brands will be a sure-fire way to achieve optimum growth and profitability.

ADDMORE Outsourcing also understands that customer service demand is not that easy to forecast, and different clients require personalized and scalable solutions. ADDMORE Outsourcing has the ability to move down or level up its number of agents for you depending on the current demand of your brand, likewise we also have the ability to align an agent (with the right skill-set), to handle each of your customer’s demands or requirements. This would result in dramatic improvements in terms of quality, while at the same time reducing your costs.

Should you want to find out more and ask about scalable business solutions that’s right for your startup or brand, ADDMORE Outsourcing can definitely help you reap the benefits of having a full staff of experienced customer service professionals on standby to grow your business. We offer an extensive range of cost-efficient offshoring and outsourcing solutions for clients in the USA, the Republic of Ireland, the UK, New Zealand, Australia, the Middle East and other regions worldwide.

Connect with us to learn more about our extensive range of BPO services. Take advantage of the limitless benefits of outsourcing to the Philippines. Contact us today to schedule a free consultation.


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