Building Repeat Business
According to NewVoiceMedia, an estimated $41 billion is lost by U.S. companies annually following bad customer experiences. And, 91% of unhappy customers will not willingly do business with you again, per Lee Resources. Providing superior customer service and building brand loyalty are critical to financial growth. Repeat customers will spend more and spread the word about the brands they love.
At CGS, our Business Process Outsourcing (BPO) team understands each client’s brand identity and values and develops custom, cost-effective solutions to address core business challenges. Our agents are problem-solvers rather than script readers and work hard to drive customer loyalty and repeat business by making each interaction personalized and enjoyable.
Supporting Digital Customers
Tech gadgets have become the center of our lives. As companies develop more powerful, complex products, and users become more tech-savvy with higher expectations for the quality and expediency of help, IT teams must deliver exceptional support services to stay competitive.
Customers are using social channels to vent frustrations and seek advice from their networks. This has translated into tech teams having to be more knowledgeable in their products to keep up, monitor conversations across channels and interject when needed. That requires the sophistication to follow users in their journey.
CGS’s technical support outsourcing solutions, including social media monitoring, can help your customers get the most out of their technology.
Enabling Employees to Consistently Exceed Customer Expectations
Harvard Business Review research has shown that a 5% increase in customer loyalty can boost profits by as much as 25% to 85%.
Securing the hearts and minds of your customer base through training is a high priority with a high return on investment, but it also can be high effort if you do it alone. CGS Enterprise Learning has expertise in building scalable customer experience, loyalty and sales training programs that can interactively reward employees for consistently exceeding customer expectations.
We know that the key to developing effective customer experience learning programs is determining how to cultivate loyal, profitable customers in a way that aligns with your company's specific strategy, processes, technologies and culture.
Meet Consumer Demand
A recent Forrester Research report found that 51% of retailers surveyed were unable to fulfill between 2% and 10% of orders. Yet, consumers are more enlightened and empowered than ever before and they are placing ever-greater demands on retailers to either "get it right" or lose their business.
Consumers are also increasingly using social media and alternative channels to communicate with and about the retailers; therefore, keeping pace with today's empowered consumer is essential for the retailer's long-term prosperity.
With consumers expecting anytime-access to the information, products and services they desire, CGS’s BlueCherry® Enterprise Suite provides integrated retailers with the tools to meet demand and thrive in a highly competitive marketplace.
CGS Releases Third Annual Enterprise Learning Trends Report
CGS conducted a survey and analyzed responses from nearly 200 business leaders and learning and development...
CGS Named ICMI 2017 Global Contact Center Awards Finalist
Recognized in the Best Outsourcing Provider category New York, NY – March 16, 2017 – CGS, a global provider of...
CGS Recognized for Excellence in Managed IT Services
New York, NY – March 14, 2017 – CGS, a global provider of business applications, enterprise learning and outsourcing...
Webinars & Events
HCI Spring Webinar - The Evolving L&D Leader: Showcasing Value Through Engagement and ROI
Join CGS Enterprise Learning and the Human Capital Institute as industry experts discuss the results of the 2017 annual...
CGS to exhibit at Texprocess May 9-12, 2017
CGS will exhibit at this year’s Texprocess tradeshow, which will take place May 9-12 in Frankfurt, Germany. Texprocess...
CGS to participate in ITEXPO panel on the evolution of customer service
Michael D. Mills, SVP, Call Center Solutions, to offer expertise on customer service trends and best practices New...