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Customers Are Calling the Shots – Listen To and Analyze Them!

May 03, 2013 by Morgan Pulitzer
I thought I’d share some interesting statistics today, which you may have seen in other places, just as a reminder of the importance of listening to your customers, recording your calls, analyzing your VoC – Voice of Customer – programs, etc, etc, etc.
  • Companies that are in tune with customers’ needs experience a 28% year-over-year increase in revenue.
  • 66% of customer interactions with a contact center involve voice conversations; expected to rise 2.3% through 2013.
  • 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.
  • Customer-facing applications were the top investment area in 2011.
Why is that interesting, you may ask!
Well, if you have customers, and chances are you do, then you need to pay mind to the way the world is moving.   It’s not new news, it’s old news.   Treating customers right will bring good karma back to you – they will come back to deal with your company, rather than moving on to a competitor.
Consumer are willing to pay for better service – if you don’t pay attention to this well-known fact, then you’re basically throwing money away and jeopardizing your reputation and future.
Get in “the know, now!”   Start using speech analytics to capture the experience you are putting out there to your customers.   If it’s broken, use the business insights you gain with this audio mining technology to fix it.   If you’re doing a good job, use speech analytics to further analyze trends, monitor the marketplace, and monitor agent performance.   The uses for speech analytics is endless.
Learn more with a short online demo – contact CallFinder today.

Sources: Aberdeen Group, Peppers & Rogers Group, SMB Group