The importance of customer experience

First, let's take a look at our own definition of customer experience:

Customer experience is the experience that a (potential) customer has when purchasing or using products or services from a specific organization. Central to customer experience are the contact moments that the customer has with the organization from which he buys a product or service.

 

Customer experience is therefore about shaping the best possible experience for the customer. The more pleasant your customer experiences your service, the greater the chance that he will purchase something again or, in the best case, tell those around him about your product/service and the way in which he has experienced purchasing it as pleasant. That's called NPS. The importance of a good customer experience is therefore that it yields results. In addition, if you take a really good look at the customer experience, you can make sure that you really gear your company to what your customer likes. That makes it all really fun.

Klantenservice uitbesteden | Extern callcenter
Klantenservice uitbesteden | Extern callcenter

Optimize customer experience

Streamlined processes = better service

The importance of a positive experience when purchasing products/services is evident. Optimizing the customer experience is still quite a job.
You look for the delta between the desired experience and the experience currently experienced by the customer. You then bridge that delta in as many points as possible by tailoring the internal business processes to the needs of your customers.
That may sound fairly boring but it is really a lot of fun to do. At least we think so. The moment you get that right, you have a kind of win-win-win situation. Customers happier, less waste, more fun.
Waste in this case stands for wasted energy and resources because things just get done right the first time. Did you know that with some of our customers, 55% of customer contacts were waste. So the result of a business process that is not streamlined and/or geared to customer needs and/or experience. That is really a lot, so it is worth taking a very thorough look at.

Customer feedback as the basis of ongoing improvements

In order to improve the customer experience, you will have to map out the delta between the current and the desired situation. The best way to do this is to look from the outside in. So by asking your customers what they want and what they experience. Seems so logical, yet we see many companies looking from the inside out and figuring out for themselves what customers want.
We believe in translating customer feedback into ongoing improvements in business processes. That way you really solve things as much as possible and the effects are there for the longer term.

This also includes looking at the employees and what they themselves encounter in the processes. The two together give an incredible improvement potential.

We have done this before so we can help you.
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Klantenservice uitbesteden | Extern callcenter

Multilangual

More than eight languages, now that's multilingual!

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Multichannel

We support all relevant channels.

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Completely carefree

From start to finish well taken care of customer service

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Over 20 years of experience

Just a lot of experience with (optimizing) customer contact

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Quality staff

Real heroes work every day to optimize the customer experience.

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Successful together

Focus on the long term and constantly working on partnerships

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