Everyone can name off the top of their head any number of times where a service provider or vendor has blown it when it comes to customer care. We even talk about them at parties. The “Oh ya? Well, you won’t believe what happened to me!” stories.
The funny thing is, we do believe them. They all ring true.
Conversely and increasingly, the same can be said about outstanding customer service. Those companies that go above and beyond, defining what a cool purchasing or service experience can and should be all about. We talk about them too.
In today’s business environment, the standards that have been established that define a superior customer experience are high. Indeed, with technology only improving how businesses deal with their customers, regardless of how large or small a business, gaining and retaining customers is all about how they perceive they are being treated.
Further, those businesses that focus on excellent customer care have a far better chance of being successful than those who don’t. Want some numbers to back that up?
- It costs 6–7 times more to acquire a new customer than retain an existing one –Bain & Company
- A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.
- The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.
- 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competitors – Peppers and Rogers, Customer Experience Maturity Monitor
The bottom line is, organizations that have and know how to use the tools that provide superior customer care have a distinct competitive advantage.
Introducing the NEWT Contact Centre
The NEWT Managed PBX Business Phone System is already setting the standard for advanced business communications in Canada. Now, with the introduction of the NEWT Contact Centre, thousands of organizations across the country can add innovative Contact Centre features and functionality that will boost sales, improve customer retention and improve overall customer experience.
Beyond its simple management tools that lead to increased staff productivity and performance management, the NEWT Contact Centre scales for any size business from multi-location cross-Canada enterprises to a local business with a small staff that is looking to improve efficiency.
Full NEWT Contact Centre features and capabilities are here.
At NEWT we are going beyond telecom by providing superior business communication products and services combines with a passion for customer care. The NEWT Contact Centre is a perfect example. We built it in-house, tested it with our own customers and use it 24/7/365 to establish the new standard for customer service in Canadian telecommunications.
The NEWT Contact Centre allows us to meet that goal.
For more on what NEWT Contact Centre can do for you and your business, please drop by the NEWT Website or give us a call at 1 (888) 996-6398.