3C Contact Services (www.3CContactServices.com), North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is weighing in on a recent survey showing that customer satisfaction continued to erode in the second quarter; further exacerbating consumer demand.
According to thee American Customer Satisfaction Index, the overall mood of consumers continues to decline. The customer satisfaction score in the second quarter slipped 0.1% to 76.1 (on a 100-point scale). In the first quarter of 2014, the index experienced a steep 0.8% decline. (Source: ACSI, “Quarterly Update on U.S. Overall Customer Satisfaction,” August 26, 2014; http://www.theacsi.org/news-and-resources/customer-satisfaction-reports/reports-2014/acsi-automobile-report-2014/acsi-automobile-report-2014-download.)
“Even though the rate of decline in overall customer satisfaction was less severe in the second quarter, the downward trend is worrisome—especially at a time when the economy is already fragile” says Rick Johnson, president of 3C Contact Services. “What many brands fail to understand is that consumer spending can be hampered by a bad or even weak customer service experience.”
Johnson explains that one of the most overlooked drivers of growth is the customer experience. In fact, there is a direct correlation between a positive customer service experience and bottom-line growth. “Satisfied customers spend more money and share their experience with others. This in turn increases revenues and decreases customer acquisition costs,” says Johnson.
Specifically, the American Customer Satisfaction Index shows that the stock returns for companies that provide excellent customer service outperformed the S&P 500 almost five-fold over the last 13 years. Despite the enormous value a positive customer service experience provides, few brands seem to be able to consistently offer one.
“Excellent customer service doesn’t just happen. And unfortunately, many companies don’t have the dedicated time or resources necessary to develop a great customer service system,” Johnston adds. “That’s why it can be more beneficial to outsource customer service to an experienced contact center provider like 3C Contact Services.”
A great customer service experience starts with highly satisfied employees who are empowered to go above and beyond their customers expectations, advises Johnson. According to him, fostering this kind of environment helps brands create a great first impression and builds brand loyalty.
“Brands that use 3C Contact Services have seen their customer satisfaction soar,” says Johnson. Whereas contact service companies strive to attain customer satisfaction and quality assurance rates of between 90% and 95%, 3C Contact Services has maintained a score of at least 97%. Businesses that use 3C Contact Services have also seen their client retention rate climb by 33% and save rate improve by 43%.
3C Contact Services provides its clients with top-quality, best-of-class outsourced contact center services. 3C Contact Services’ customizable solutions allow companies to increase profitability while increasing market share and business intelligence and maximizing customer relationships. Specializing in customer retention strategies, 3C Contact Services has a dedicated and well-trained team of customer support specialists who provide excellent service that is delivered consistently and in a timely and cost-effective manner. To learn more about 3C Contact Services, visit the company’s web site at www.3CContactServices.com or contact 3C Contact Services at 1-888-353-2335 or via e-mail at r.johnson@3ccontactservices.com.
