The Four Dimensions of the Customer Experience

How you handle your customers determines ultimate business success. Poor customer service is linked to low satisfaction metrics, disappointed clients, and reduced profits.

Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience. After years of research and adaptations to account for today’s fluid business environment and ways of working, the one key to exceeding client expectations is actually four ways.

And fortunately, they’re alliterative and easy to remember. The four E’s of the customer experience are:

• Expectations
• Execution
• Efforts
• Emotions

Take care of the four E’s, and your business is likely to receive straight A’s in customer service. How do the four phases apply to your day-to-day client interactions, and how does this theory drive TeleDirect’s own exceptionally high standard of customer service?

Analyzing the Four E’s: How to Ensure Happy Customers – Regardless of Your Industry

TeleDirect’s business process outsourcing (BPO) services demand a flexible, practical way to implement a variety of customer communication tools. We work with large enterprises, small startups, and other firms across the entire industrial continuum.

On the surface, the business objectives of an insurance company appear drastically different to a healthcare firm. However, their goals intersect and overlap with the desire to obtain and retain clients.

That’s the blueprint for our BPO call center services, sales resources, inbound & outbound solutions, and more. Those formidable yet fundamental building blocks of customer service – the four E’s – define our customer service objectives…and in many ways, can bolster your own client satisfaction along the way!

Here’s how each element applies and influences overall customer satisfaction:

• Expectations. Our customers come to TeleDirect to solve real-life business problems. And you’re doing the same with your business or service. On a certain level, you’re solving a problem for your customers, and it all starts with expectations. Deliver quality each and every time, and your customer’s own expectations change for the better. That means you’re raising the bar for future expectations, and that’s how long-term, profitable business relationships are established and maintained.
• Emotions. You can’t have expectations without emotions; after all, your customers initially reached out to you partly based on emotion, in order to fulfill their expectations. For many clients, frustration (one of the strongest emotions) with their current business processes (or lack of processes) drove them to try your products or services. Understand the emotional process behind customer service, and you’re better able to deliver an exceptional (and emotionally positive) client experience! To cite just one example, TeleDirect’s highly trained call center agents provide genuine emotion (and human empathy, which many contact centers lack) with professional, personalized attention to detail. Is your business doing the same thing? If not, look for ways to tilt the “emotional quotient” in your favor.
• Efforts. Are you making a tangible effort to boost customer service? More importantly, do your clients know that your effort is working on their behalf? When customer service fails to deliver – a timely response, a satisfactory follow-up, a superior product – too often, customers think they have to make a greater effort, because you’re not doing the work on your end. Bottom line: the more effort your clients put forth, the less favorable their customer experience.
• Execution. Those first three E’s are rendered insignificant without execution. Sometimes, the other elements of the customer experience (expectations, efforts & emotions) combine to provide temporary relief, despite dysfunctional execution. Can you execute a plan to improve your client’s process, and deliver value & results? It’s all about execution, and it starts with a thorough understanding of your client’s problems, carried out with a proven, practical plan of action to execute solutions.

 

See How TeleDirect Helps you Execute a Winning Business Plan: Contact Us Today!

The four E’s are a collective, collaborative benchmark we use to promote and foster successful relationships with companies all over the United States. If your company requires BPO expertise, and you’re tired of the emotional rollercoaster that comes with inefficiency, call our experienced outsourcing specialists directly at (800) 776-1081, or fill out our customer contact form. Thanks for visiting TeleDirect!