A customer care consultant understands your customers’ needs in a meaningful, actionable way. Not only do these professionals address customer concerns, but they also ensure companies are doing all they can to serve their existing users. While it’s important for your team to have insights into your current customers’ opinions, a customer care consultant offers a fresh perspective.
While companies often think they know how to best serve customers, there can be a disconnect. With consumers willing to pay a 16% price premium for a great customer experience, this is worth its weight in gold. However, when do you know that a customer care consultant is right for you?
Investing in a customer care consultant is a way to give back to customers. Not only will you experience growth in revenue, but you’ll also retain more existing customers. When your existing users are engaged in your progress and success, they become superfans. These are the people who continue to spend more, support you, and rave about your brand to their own social circle. In other words, they’re passionate about your company.
With that in mind, what are the 6 signs you need to hire a customer care consultant? In this guide, we’ll dive into what to look for within your own company. If you experience any of these 6 signs below, you’re not alone. The good news is it’s never been easier to invest in real change with a customer care consultant.
- You know something’s not working but can’t pinpoint what.
- Your employees aren’t working together (or aren’t happy).
- You have a long list of unfinished projects or initiatives.
- You’re consistently losing money.
- You feel pulled in a thousand different directions.
- Your customers aren’t superfans.
- Is a Customer Care Consultant Right for You?
You know something’s not working but can’t pinpoint what.
First, it’s hard to solve problems when you’re too invested already. If you’re looking too closely at the situation, it’s not always easy to see things clearly. This is where a customer care consultant truly shines. Many brands know something isn’t working properly. They might be struggling to retain customers or to bring in the right audience. They know there’s a problem with their sales and retention funnel, but they don’t even know where to begin.
If you’re not delivering the best possible customer experience, you’re losing customers. In fact, consumers switching companies after a poor experience costs U.S. brands an average of $1.9 trillion. That’s trillion with a t! With stats like that, it’s essential to invest in real-world solutions sooner rather than later.
Instead of reinventing the wheel or throwing your whole system out the window, ask for help. Bringing years of experience to the table, customer care consultants are skilled at spotting problems at the source. Because they aren’t wrapped up closely in office politics, goals, and outside data, they can pinpoint exactly where to improve.
Your employees aren’t working together (or aren’t happy).
Next, if your employees aren’t working together, it’s time for a change. Employee engagement is a tricky metric to track, but it directly ties to work performance and even employee happiness. In short, happy employees are productive employees. Productive employees perform their roles better and earn companies greater revenue.
The best customer service comes from teams that know their roles, support each other, and feel empowered to provide outstanding service. If one of these things isn’t true, the entire system falls apart. Unfortunately, a reported 85% of employees are not engaged in the workplace. This is a shocking number, and it hints at a widespread problem.
A customer care consultant does more than help your customers. They also address employee concerns, helping management foster a positive workspace. Beyond this, they provide much-needed training and guidance at every level. This ensures customers get the best possible experience every time, and employees feel confident in their daily roles.
You have a long list of unfinished projects or initiatives.
Another sign you might need a customer care consultant has to do with your to-do list. If your list of unfinished projects or goals is never-ending and growing by the day, there might be something wrong with your current system. This especially applies to companies that collect customer feedback without taking the time to implement it.
Of course, it’s a great idea to ask for feedback and collect ways to do better. However, your data is only as powerful as the action that comes next. There are endless customer service metrics worth tracking, but these won’t get you far if you don’t have a plan in place. Your customer service initiatives need to do just that: be initiated. While asking for feedback is a great first step, it can’t be the only step.
If you’re struggling to bring real change from your current projects or initiatives, you need a customer care consultant. These professionals transform your data into action steps, helping you create a strategy to push your ideas further. Better yet, they build feedback loops into your projects so you’re always gathering more data. In other words, work smarter, not harder.
You’re consistently losing money.
One of the most intimidating signs you might need a care consultant is when you’re consistently losing money. If you’re losing existing customers and bringing in less revenue, this is an emergency situation. Only 18% of customers who had a poor experience will make another purchase from a company. These types of stats are unsustainable, and they’ll run your brand into the ground.
When businesses lose customers and bring in fewer sales, this is a sign something is seriously wrong. It’s okay to ask for help when you need it. If you don’t act quickly, you might have to halt business operations altogether. With the help of a customer care consultant, you can quickly prioritize customer service and experience. When you create a strategy to retain customer loyalty and focus marketing on your specific niche, you streamline revenue in a big way.
You feel pulled in a thousand different directions.
Additionally, you might need a care consultant if you feel pulled in a thousand different directions. This is a common experience for many leaders and business owners, and it’s a one-way ticket to burnout. Though you might wish you could, you can’t do it all. You’re only one person.
You might be trying to hire new employees, create a new marketing strategy, and improve the customer experience all at once. While these are worthy efforts, you run the risk of spreading yourself too thin. By hiring a customer care consultant, you can take at least one of those things off your plate. Better yet, since they’re more skilled in this specific area, they’re likely to do a better job. As the saying goes, a jack of all trades is a master of none.
Though many businesses, especially small businesses, think outsourcing is expensive, the opposite is actually true. In fact, 59% of businesses use outsourcing to reduce expenses. When you invest in better, stronger systems, it’s easier to focus on the aspects of your business that result in greater revenue.
Your customers aren’t superfans.
Last but not least, you want your customers to be superfans. A superfan is someone who is so passionate about your business that they share it with their own circle. If your customers aren’t happy with your products or services, they’re not likely to refer to new business. They also are less likely to leave reviews, share your brand on social media, and engage with your content. All of these things are a sign that your customers aren’t very interested in your success.
Superfans are the foundation of any successful business, but they don’t happen overnight. It’s not enough to have passive customers who come and go. You need to invest in recognizing your best customers and showing them they’re valued. A customer care consultant is a superfan expert, tapping into the unique ways to transform everyday users into raving fans.
Loyal customers do more than share your brand on social media (though that’s great too). Increasing customer retention by as little as 5% boosts profits by over 25%. This means investing in superfans is the most powerful way to grow your business. In this day and age, it’s not enough to be passive. You need to build real connections with your best customers.
Is a Customer Care Consultant Right for You?
Ultimately, most businesses could benefit from a customer care consultant. When brands value customer loyalty, they go above and beyond. Being “good” is no longer “good enough.” Instead, brands need to be outstanding, and they need to continue to show customers the value of their loyalty.
The fastest way to grow your brand is to invest in the right expertise. A customer care consultant brings years of experience and know-how to each interaction, creating a strategy for propelling brands further. People are willing to abandon brands faster than ever before. In today’s world, you can’t afford not to take the customer experience seriously at every stage. If you’re ready to take this next step, schedule a call today.