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NEW YORK, NY, January 27, 2014 /24-7PressRelease/ -- With the beginning of the New Year, New York Client Solutions believe this is a perfect time for businesses to evaluate if they have an effective customer experience (CX) strategy in place.
The customer's experience has enormous influence on purchase behaviour. In fact, 89% of people have stopped doing business with a company after experiencing poor customer service (blogs.salesforce.com). Colin Moore, Managing Director of New York Client Solutions says: "Customer expectations are high; people want value for money and feel appreciated. Businesses without an effective customer experience strategy in place are likely to miss out on achieving their growth targets or may even fail. It is time for business owners to recognise the influence consumers have on their business."
In order to keep on track with the customer experience, New York Client Solutions recommend three things to look at in 2014. Colin Moore explains: "First of all, it is crucial to listen to your customers, to really listen." New York Client Solutions discuss customer feedback daily. "It is important to stay in the loop and recognise trends", says Colin Moore. "We recommend firms to discuss those updates in management meetings. Customer service effects everyone, not just the front liners", continues Colin Moore. This is to ensure that customer feedback is dealt with effectively and the relevant people can action what has been discussed and follow up on it.
Furthermore, Colin Moore of New York Client Solutions believes that customer feedback needs to be measured, either through a company specific software in place or alternatively in a spreadsheet. "No matter how you decide to track customer responses, it is crucial you recognise the trend of consumer behaviour, a positive or negative one," says Colin Moore. "This will help you forecast financially and put new strategies in places that will help increase the firm's ROI."
Colin Moore believes that knowing the numbers and recognising what needs improvement and what works well are crucial to identify what processes a company needs to implement in order to remain successful. "Business owners need to ask themselves if they have the right CX strategy in place and provide the right guidance, skills and tools for their employees", adds Colin Moore. The reality is rather disappointing. According to research undertaken by the Peppers and Rogers Group, 81% of businesses motivate employees to treat customers just fairly, and only 65% provide effective tools and training to gain trust with their customers (blogs.salesforce.com).
Nowadays, consumers look for a great customer experience, from the moment they do research about a product or service until after the purchase or between purchases. New York Client Solutions have recognised the value of an excellent customer experience and recommend all business owners to evaluate their current CX strategy in the beginning of this year.
The outsourced sales and marketing firm has achieved a 34% rise in sales and increased their clients' customer retention by almost 40%. "Our sales force meets consumers on a face-to-face basis and we pride ourselves by adding a personal touch to the sales experience. It is not about the product or service we are promoting for our clients," explains Colin Moore, "it is about the people promoting them." After a successful 2013, New York Client Solutions are now planning to expand into further markets in Q1 this year.
New York Client Solutions is a New York - based outsourcing sales and marketing firm that are looking to boost their weekly sales targets and build their customer base.
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