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The Caller Experience

By Steve Evert

Torn Paper Bottom Edge

A decade ago, you’d be hard-pressed to find a VP or Director of Customer Experience in even the largest companies, but today those titles are becoming common within organizations of all sizes.

That’s because more and more people are seeking positive interactions with brands, and they’re willing to pay more for them.

In fact, as early as 2014, Neosperience reported that 64% of consumers rank the digital experience ahead of price when choosing a brand.

If you don’t compete only on price (and who would want to?) and your audience has no positive expectation of buying your product or service, how do you keep those customers coming back?

One answer: ensure that doing business with your company is easy, enjoyable and even special at every touchpoint.

It’s hard to imagine any competitive organization taking a hands-off approach to their store layouts or digital marketing. Yet, we’ve found that many companies use their telephone system’s default music and IVR template. That means the caller experience they’re providing every day is identical to countless other organizations using similar systems.

Creating a positive, branded caller experience means taking control of every aspect of your telephone environment, from your IVR and On Hold Marketing content to the type of service your contact center representatives provide.

The time your customers spend on the phone with your company – no matter how brief – is an opportunity to differentiate your brand, deliver value, and create a memorable experience.

Imagine if your callers actually asked to be put back on hold because they enjoyed your Caller Experience Marketing so much? (It happens!)

What if your customers looked forward to calling your company because your phone staff is enthusiastically pleasant? Or better yet, what if people who aren’t yet customers called because of your reputation for providing great service?

We can elevate the caller experience you provide. And we’re ready to talk with you about the possibilities.