Creating Great Customer Experiences in an Ever-Changing World

When it comes to the success of your business, the top priority should be the customer experience. In 2012, only 37 percent of brands received “good” or “excellent” customer experience index scores, and 64 percent of brands got a rating of “ok,” “poor” or “very poor” from customers. According to call center solutions provider Fonolo (News - Alert), poor customer experiences result in an estimated $83 billion loss by U.S. enterprises each year because of defections and abandoned purchases.

In order to deliver successful customer experiences, companies need to build executive support, set a VoC strategy and focus on the basics.

Alorica, a provider of business process outsourcing solutions that span the entire customer lifecycle, focuses on creating opportunities and delivering results for clients by providing excellent care to customers, starting with establishing meaningful and effective partnerships with clients.

In a video, Frost & Sullivan (News - Alert) Analyst Stephen Loynd and Alorica’s Chairman and CEO Andy Lee discuss what it takes to deliver great customer experiences in an ever-changing world. Every company strives to deliver the best care possible for their customers and there are certain elements that are important to have in a partnership that will allow for creating great experiences.

“The world of customer care is spinning very quickly today,” explained Loynd. “There are a lot of opportunities out there to take the provision of customer care to a place of great customer experience. The best service providers often times come from an entrepreneurial background, and tend to pay close attention to their customers in a way that some other larger enterprises might not do.”

Trust is one of the big factors Loynd emphasizes for the customer experience. In addition to building trust between customers and organizations, companies need to trust their partners and the judgment of their service provider to offer strategic insight. 

“Clients today are looking for partners who they can rely on. They want partners who can consistently and predictably deliver quality driven service who can be flexible and adaptive in times of change,” explained Loynd.

“We believe in creating opportunities for our clients,” Lee added. “One of the things that we have to offer is we are very fortunate to work with some of the best companies in the industry with the greatest brands, and from all of those experiences we’ve been able to share and learn best practices across multiple industries and across different types of operations.”

Alorica offers solutions for automotive, financial services, media and entertainment, telecommunications, healthcare and consumer products and retail among others. With an average client tenure of over 13 years, it possesses the capabilities and insights that come from working with some of the world’s most respected brands.

Another key factor emphasized in the video is a unified customer experience. Today, customers are not just accessing your company from one location or device. With Internet-enabled smartphones, tablets, laptops and other devices, customers are turning to and expecting company service across multiple channels.

Alorica’s solutions are designed to help maximize the value of customer relationships across multiple channels and touch points, spanning the entire customer lifecycle, from generating awareness to order management, service and support, fulfillment and retention. Through its customer care solutions, Alorica offers a variety of services to help boost customer acquisition and retention, grow brand favorability and create customers for life.

To provide value, companies need to understand their challenges, issues and goals. As Lee explains, the customer experience is about understanding everything that is occurring to the customers, including how they feel about the company. Alorica and other customer care providers aim to change the negative feeling and enhance the positive ones.

“To create great customer experiences, it’s a team effort,” said Lee. 

The company’s Helix and Analytics solutions recently received the 2012 Product of the Year award from CUSTOMER magazine for advancing customer experience management technologies.

To learn more about Alorica and how it can help you enhance your customer experience, visit www.alorica.com.