Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
What Do Customers Really Think About Your Brand?
Branding is one of the most critical parts of developing your business and the public perception of your company. Effective branding gives you a competitive edge by differentiating your company and your products and services from your competition. Your brand lets people know who and what you are, and what you stand for, and determines what image people have when they hear the name of your company. Consumers are exposed to [...]
5 Secrets to Superb Customer Satisfaction
Meeting, and exceeding, customer expectations is one of the key performance indicators of successful businesses to ensure customers don’t leave you for a competitor. How to maintain superb customer service? Keeping customers is hands down more cost-effective than obtaining new ones. Therefore, it is important that you keep the customers you have, grow your referral network, and wow the customers to come. To maintain superb customer satisfaction, make sure [...]
A Fool-Proof Formula for Wowing Customers from the First Phone Call
When one of your main channels of communication with your customers is the phone, there’s a lot riding on your ability to meet their needs via a single conversation. Your customer service team is likely trained on the details of your company, products, and services, but they may not be as well-versed in some of the nuances that make great customer service so outstanding. Wowing your customers in 4 [...]
How APAC companies can evaluate scalable outsourcing options
BPOs and call center / content moderation outsourcing companies, such as ours, compete on a variety of factors. While we like to discuss them all (who doesn’t?), and we sometimes want to downplay the cost factor – because there’s much more to building client relationships than just the number on the invoice – the fact is, cost does matter when companies evaluate scalable outsourcing options. Cost matters to everything in business, [...]
Shortcut Your Way to Better Customer Acquisition & Retention
Have you ever wondered what it really takes to invite someone to become a customer - or stay a customer? There are myriad factors that may contribute to these actions, along with many theories. But perhaps the most accessible is the Fogg Behavior Model (FBM), created by BJ Fogg, founder of the Behavior Design Lab at Stanford University. If you understand the model he created based on research findings, [...]
The Best Way to Outsource
One question new outsourcing clients often ask is “What is the best way to do this?” While there is no one-size-fits-all solution, the pathway to their ultimate business goal follows the same six steps. As the outsourcing specialist, it is the provider’s job to analyse your needs and business strategy to suggest a BPO setup that will support your operations and bring you closer to your goals. The most [...]
Expand to Europe in 5 Easy Steps
When looking at Europe as a new market, you must consider the path you need to take to ensure your new customers enjoy their experience with your brand just as much as your existing fans. Here are the five easy steps to a successful European expansion and happy customers. 1. Measure twice and cut once It needs to be said: no amount of luck or [...]
The 7 Greatest Benefits of Outsourcing
What are the main benefits of outsourcing for companies However, the fact remains that this type of business collaboration brings a wealth of benefits for companies regardless of industry. Here are the 7 main benefits of outsourcing your operations to an external service provider. 1. Specialised resources The pressure to excel in all areas of business is real. As real as it is impractical. A much simpler and effective [...]
How to Build a Better Business with Outsourcing? 4 Ways for Startups
Regardless of the industry, starting up a business is challenging Many startup business owners and CEOs find themselves faced with tough hiring decisions. What positions to fill first, what service offerings or products need to be managed by someone and where will I find the time to recruit my new staff? Entrepreneur Magazine states that “Entrepreneurs have long seen outsourcing as a strategy reserved for big business, but technology [...]
How can Outsourcing Customer Service Reduce Costs?
How does outsourcing help reduce costs? It has been a practice of companies of all shapes and sizes, from challenger brands to Fortune 500 leaders, for several years now. There is no shortage of reasons to outsource, but possibly one of the most popular benefits is the cost reduction that comes along with it. But how can outsourcing customer service reduce costs? We’ve narrowed it down to 4 key ways [...]