Today’s brands and businesses are relentless in differentiating themselves in strong and competitive markets. Nowadays, the customers’ demands are becoming a challenge for some, and the possibility of being left behind is always lurking around the corner, ready to jump in when one isn’t looking carefully.
To address this growing need to stand out from the competition, businesses all over the world are working hard to create innovative products that exceed their customers’ expectations, and find more ways to offer exceptional services. Amidst all the many advantages technology continues to provide us in the digital age, it’s hard not to ask ourselves this question: “does my brand or business still recognize the true value of creating a meaningful connection with customers?”
Truly understanding how the customer behaves or perceives a brand is an integral part for businesses to create a more “human” experience for their customers. In the Global CX Survey, the Teleperformance Customer Experience Lab (CX Lab) showed how a positive customer experience as a result of meaningful interactions can spark loyalty among customers: those who had a positive customer experience had a 14% higher loyalty intention, while those with a negative experience had a 28% lower loyalty intention.
Each customer has their own story to tell, and listening to them is of the utmost importance especially in this day and age, when everyone’s attention seems to be in short supply. In the pursuit of everything digital, it is critical to exert more effort in examining your customers’ perceptions to create a humanized customer experience.
As interaction experts, Teleperformance can help you connect with your customers by focusing on the human factor, and balancing it with the right tools and technology. Contact us now to learn more about how we can aid you in elevating the customer experience.