Not long back, having the best product and price alone were the pillars to a successful business. That has changed. Today customer service is king. Only businesses with good customer service succeed. Poor customer service drives customers to a different brand. This can cost dearly.

Customer experience is the sum of all the interactions a customer has had with the brand, from the very first contact. At every touch point, the nature of interaction or the impression the brand makes on the customer counts — from the point that the customer is interested in the brand, to research and purchase of the product, to after-sales service or technical support.

Businesses that strive to provide excellent customer service consistently reap several benefits, including an increase in revenue. Studies shows that, businesses that improve customer experience improve revenue by around 15% and lower costs by around 15%. Also, customers who have had the best experience will spend more than those who have met with poor brand experience. That is, customer experience impacts revenue growth positively in addition to reducing costs.

Once you have a customer experience strategy in place, you need to keep analyzing it. Ask your customers how well you are able to meet their needs. Only then will you know if the strategy is working for you. For example, companies that provide inbound call centre services and call centre outsourcing services use surveys and feedback questions to assess where they stand in terms of customer service.

How does customer service work for you?
Customer retention: By providing a superior experience to their customers, business can keep their customers close, ensuring long-term customer loyalty. It will cost more to bring in new customers than to retain existing customers.
Customer advocacy: Happy customers are loyal customers. Loyal customers repurchase. They bring in referrals. Repeat business is a huge revenue source. They will advocate your brand to friends and family. That’s free promotion and more customers!

Engaged employees: A company that practices good customer experience will benefit from it. This creates happy customers. Improving customer experience means fewer negative reviews and fewer complaints. And more positive reviews. This boosts employee morale. They become more engaged in the company policy and, in turn, become more productive.

Customer experience strategies must be tailored according to the needs of each business. Customer will love a brand that loves them back. Businesses need to think long-term. To make your business more sustainable and more profitable you need these customers. When you get the customer experience strategy right, you will see a positive impact on revenue. Phykon is always for you regarding call centre outsourcing services and inbound call centre services.

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Author's Bio: 

As an entrepreneur, are you stuck at the crossroads of choosing between growing your business or offering good customer service? If yes, then you’ve come to the right place.

As a business based in Sydney Australia, Phykon takes pride in helping local businesses flourish. How do we do that? By enabling them to offer excellent customer service using a fully trained team of experts to offer outbound and inbound call centre services and call centre outsourcing services from an AI-enabled contact centre. Over the years, this has helped many Australian businesses attain their growth goals.

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