Customer satisfaction key to enhancing your brand

Chief of Staff Steve Brubaker to join customer service panel at ITEXPO

Taylor SCORE event 005Customer satisfaction is crucial to a company’s bottom line. We live in a competitive marketplace where one customer service experience can shape the perception of your brand considerably. As many companies have discovered, the contact center is an important step in the customer’s journey and our role is to ensure our client’s customers always receive excellent customer care and we take that role seriously.

Here at InfoCision we know our Communicators making and taking calls for our clients are representing their company in front of their most valuable assets— their customers. Our knowledgeable Communicators are brand ambassadors for our client companies’ products, and are focused as much on brand reinforcement as on task resolution.

Brand ambassadors deliver higher customer satisfaction and ROI for clients

While our brand ambassadors require more upfront training time, they generate results that ultimately deliver higher ROI for our clients. Their expansive knowledge enables them to upsell and cross-sell, answer questions more quickly and satisfactorily, streamline calls, and—because they make sure customers are educated about the product or service—cut down on returns and cancellations.

There are no shortcuts to delivering a good call-center experience. Customers who experience good service buy more, are more loyal, and are more likely to recommend your product to others. Competition for customers is fierce, and the strategic use of call centers can provide marketers with far-reaching benefits.

InfoCision to be featured at ITEXPO on the topic of customer satisfaction

Customer satisfaction is more important now than ever before which is why I am excited to announce that I will be participating in a panel discussion at ITEXPO Las Vegas with other industry experts on the topic of customer satisfaction and creating a positive customer experience. The panel discussion, titled “Solving the Customer Experience Equation,” will be on Tuesday, August 27, 2013, 10 a.m. at Mandalay Bay. We will discuss topics such as the impact offshoring has on customer care, the importance that training and role-playing has on building deep relationships with customers and how technology can bring call centers and customers closer together. ITEXPO Las Vegas is the world’s largest and best-attended communications and technology trade show.

To read more about how InfoCision enhances clients’ brands through customer satisfaction check out my article in Electronic Retailer Magazine. I am looking forward to participating in this panel to shed some light on this important topic. If you have any questions about customer satisfaction, please leave me a comment and I’d be glad to answer.

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