Contact Center Solutions Featured Article

Building Brand Loyalty Through Call Centers

September 03, 2014

In the world of online marketplaces and big discounts, retaining customers is one of the biggest challenges faced by many companies. To address this problem, companies are coming up with different strategies to retain customers, with one of them being brand building. Brand loyalty is the power of a particular brand to retain customers for long periods of time. For example, some customers may prefer to buy a particular brand of a product because they like its features while others may shop at a particular store because of the good customer service they received. These customers are loyal to the brands and will not hesitate to pay a little bit more to get what they want. Finding such customers is not easy though and requires extensive effort from companies.

One strategy used by companies is to provide exceptional customer service, so a customer keeps coming back to the same company for future purchases. In this sense, there is a direct correlation between maintaining a deep customer relationship and brand loyalty. This is why most companies are working with efficient call centers that would provide their customers with timely help when needed, and also answer their questions and concerns in a courteous way.

Along with providing good customer service, it is also important to get feedback from the customers to get a precise idea of brand loyalty. Companies tend to use call centers and social media to get this insight. They analyze call recordings, run intelligent analysis and even get direct feedback from customers after they are finished with a call. Based on this feedback, companies can make necessary changes to their products or customer service to improve brand loyalty among customers.

In short, call centers help companies to build brand loyalty by providing high quality customer service and also, by collecting feedback for improvement. 




Edited by Maurice Nagle

Article comments powered by Disqus

Related Contact Center Solutions Articles

Interactive Intelligence Named a Top 10 Place to Work for in Indianapolis

It seems like the end of the year needs to get here faster. The reason is Contact Center Solutions Community sponsor Interactive Intelligence may run out of space at its headquarters in Indianapolis, IN because of the recognition the company has received in just the past few weeks. [ Read More ]
12/16/2014

Frontier Communications Adding to Bi-Lingual Customer Service

As has been noted in several postings in TMCnet's contact center solutions community, being able to offer multi-lingual, but importantly in the U.S. bi-lingual customer care with Spanish as the second language, has become critical in almost every vertical market. Indicative of this is the announcement from TMC's home state, dominant service provider Frontier Communications has announced it will add 25 employees to its Connecticut contact center. The reason for the expansion is to provide support… [ Read More ]
12/15/2014

Rush Enterprises Grow Dealership and Contact Center Network

One of the reasons the contact center solutions business has been and will continue to be robust is rather obvious, i.e., as companies grow they need to grow their ability to provide great customer experiences both physically and virtually. An example of this comes from Texas-based Rush Truck Centers (RTC), the dealership arm of $3.4 billion conglomerate Rush Enterprises. It has announced that not only is it expanding its footprint in Florida and Texas, but at the same time it will be adding to … [ Read More ]
12/15/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Google and Avaya

Contact Center Solutions Community news and ingights including the growing importance of WebRTC. [ Read More ]
12/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!