The key to building a customer-centric team

It doesn’t matter whether you have a traditional or an eCommerce store, the above holds true. What this means in real terms is that no matter what your business model is, you need to adopt a customer-centric approach. It’s simple:

Strong customer-centric strategy = Great customer experience

In fact, 80% of customers now view customer experience as being of equal importance to the products the company sells. With the importance of customer retention, it’s also worth noting that 91% of customers are likely to make repeat purchases with a company that provides positive experiences. When it comes to ROI and profitability, customer-centric companies are 60% more profitable than companies that don’t focus on that all-important customer experience.

These numbers clearly show that customer-centric approaches work, but how can you transform your business to put customers at the center of everything? How can you make your employees more productive and your customers happier?

Let’s look at the facts. Businesses who combined UCaaS and CCaaS achieved the following:

Reduction in operational costs – 19.7%

Reduction in monthly per-agent spending on licenses – 23.4%

Increase in customer satisfaction ratings – 56.7%

Sounds attractive, right? In this eBook, we’ll look at how you can build a strong customer-centric team with the power of UCaaS and CCaaS, together.