The staggering cost of poor customer service

9866988_MIf you asked your customers or clients, what would they say about your company and the level of customer service it provides? Customer service is a vital part of any business —B2C or B2B — and plays a large role in creating loyal customers. A company that provides great customer service is much more likely to have loyal customers than one that doesn’t. Bad customer experiences can be a major hindrance to any type of company, in any industry.

Consider this:

Poor customer service costs U.S. businesses more than $75 billion a year. According to NewVoiceMedia’s Serial Switchers report, U.S. consumers and businesses today will readily switch from one company to another if their needs aren’t met. In fact, 67% of respondents indicated that they have become “serial switchers,” meaning that they are more than willing to switch companies — and often do so — because of a single poor customer experience. Main reasons for switching: Not feeling appreciated, not getting answers to questions, rude/unhelpful employees and being passed around to multiple (and unhelpful) people, being presented with an inferior product or service or otherwise not having their needs met.

Once they leave, they won’t be back. All it takes is one bad experience to ruin a relationship with even the most loyal of customers or clients, and it’s not very easy to win them back. According to one study, 91% of unhappy customers will never come back to the companies they left. This is especially true in industries with many competitors.

Even if they don’t leave immediately, you’ll have to work hard to keep them over the long term. Research shows that it takes about one dozen positive experiences to make up for just one unresolved negative experience. It is possible to work things out with an unhappy customer or client, but that initial experience can never truly be erased.

Bad experiences are shared at twice the rate of positive experiences. When someone has a bad experience with a company, they often share it with other people in person, over the phone, on social media or in industry circles. Word gets around. The key is to identify — and change — anything that’s creating a negative experience for your customers.

Catering to the little guys

Yes, XACT is for the little guys, too.

We pride ourselves on our ability to prepare fully-customized contact center services and solutions for all sizes of organizations, from start-up to large-scale.

The many perks of hiring remote workers

Asian women working now The desk at her home she is happy.There are so many perks to having remote workers. Remote work can, of course, benefit the worker, since they have more flexibility and no commute time. They are able to make their work environment what they want. They can also benefit from fewer interruptions in a quiet area of the home (since there are no coworkers or clients that will pop their heads in to say hello).

Businesses can also benefit from hiring remote workers. Remote workers aren’t the only ones who save money. Businesses also benefit financially. They don’t have to pay for health benefits, furniture for an office, supplies like pens and pencils, computers, printers, utility or cleaning bills.

They can rent a smaller building as well. They don’t have to spend money on salaries or training new full-time employees. In fact, remote workers tend to get paid a little less, since they’re already benefiting from other perks. Not only can businesses benefit from huge financial savings, but they can also reduce the risk of HR issues from sexual harassment, office romances or other issues that can pop up.

When businesses hire remote workers, it allows them to access more potential talent. They can find someone who is already an expert in the subject matter.

The flexibility of remote workers can also benefit businesses because that means they don’t have to stick to a 9 to 5 schedule. Many remote workers can provide help during off-hours, working when you need them to be available.

Remote workers can often be more productive as well. This is because they can create the office environment they desire. They could work in an office from the quiet end of their home or a coffee shop with headphones on. They can find a space that works for them and allows as few interruptions as possible.

Working remotely can be less stressful for the employee too, which boosts their outlook and can help them work better. When there’s no commute time and employees are satisfied, they’re likely to take time off.

Overall, there are a lot of reasons for businesses to hire remote workers. Not only can companies save money, but they can benefit from the increased flow of productivity.

Businesses can benefit from outsourcing

??????????????????????????????????You might think that having everything in-house would be the most efficient option because you wouldn’t have to rely on others outside your business. However, there is actually a lot of benefits to outsourcing. In fact, outsourcing can save you time and money!

When you outsource, you allow your company to spend more time doing what it’s good at. Instead of the company wasting time on other tasks, it can hone in on the core offerings.

Outsourcing also allows a company to get new projects started and finished with more speed. When you choose to do a project in-house, you need to wait until manpower is available to work on the project or move people from one project to another in order to get it moving. However, when you outsource, you can get the project started quicker by hiring experts to take on the work immediately.

Outsourced help allows small businesses to be more competitive with the bigger fish in the sea. Even if they can’t afford to do everything in-house, they can use outside assistance to keep them moving forward with success. Many larger companies turn to outsourcing as well because there is a financial advantage.

Outsourcing work allows companies to save money. Companies can reduce utility bills by lowering the number of people that are working in-house. They can cut costs on office supplies, desks, chairs, and other equipment by outsourcing work. They also don’t have to go through expensive hiring processes including the need to train new employees. Overall, outsourcing is a financially sound decision.

Thankfully, at XACT, we offer outsourcing solutions that can help your company stay competitive. Our services include a customer help desk, chat and web support, outbound survey/response, service, and support dispatch and telephone answering systems. We invite you to learn more about our services and how we can help you by visiting our website. It’s time to take your company to the next level.

Diversity of opinions can strengthen your business

business people groupWhat do you do if your ideas on how to grow your business get pushback? What if your team doesn’t agree with you and has other ideas? Celebrate! Really? Really. Diversity in opinion can be a great strength for your business, resulting in more innovation, more creativity and better problem-solving than any business owner could provide on his or her own.

As you build your business, consider surrounding yourself with people who have the skills, experience and organizational fit you need, but who don’t think just like you. Look for the broadest range of perspectives possible. Will there be some uncomfortable moments? You bet. But you will find strength at your boardroom table that will allow you to move your business forward in exciting new ways. Here are some ways to foster diversity of opinion:

  • Encourage everyone to speak up: Do some members of your team rarely speak up during important meetings? Ask them for their thoughts. It can take a lot of courage for some people to speak up in a team meeting. Likewise, if you have someone who always provides their opinion, drowning out others or leaving little time for others to speak, take steps so that everyone is able to contribute. Make sure that everyone is respectful and doesn’t interrupt.
  • See it from the perspective of others: Just because something might seem obvious or ‘right’ to you, it doesn’t mean someone else views it the same way. Teach your team that just because someone has an opposing or radically different opinion, it shouldn’t be viewed as a direct attack on their own. As a leader, it’s your job to make sure that everyone understands that you are seeking a productive sharing of differing viewpoints. And that there truly is no such thing as a ‘bad’ idea.
  • Celebrate differences: Even if views are dramatically different, know that you don’t have to agree on everything to work together well or to come together on business issues that matter, like projects and strategy.
  • Make people feel unique and valued: The power of your team as a combined force of thinkers and creators is important, but each individual is also important. Taking time to recognize individual contributions and the unique skill sets or assets each person brings to the team is a significant way to ensure that no one feels left out or that their point of view is “too different.” Spend enough time listening to each member of your team to learn about their opinions and ideas. Ask follow-up questions that show them you are interested in what they have to say.

Of course, we all know that any company’s vision has to be the guiding force. Healthy diversity can translate into a more robust strategy for achieving that vision — as long as everyone on the team is trying to achieve the vision. That buy-in is key.

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