Most companies today are hesitant to delegate anything but the simplest customer care inquiries and tasks to a third party for resolution.
Outsourcers are poorly positioned to deliver consistent results. Increasing product complexity, elevated expectations and a much louder voice of the customer make it seem too risky to a brand to trust more complex inquiries and mission critical tasks to anyone but internal staff. This hesitancy creates missed opportunities to improve satisfaction and compete effectively while keeping service costs under control.
Strategy and Brand Mirroring solves the outsourcing problem.
It eliminates the risk of delegating brand-impacting customer care responses and tasks at the lowest total cost of brand ownership, orchestration and optimization (TCO³).
Understanding TCO³: Exploring ALL Dimensions of Customer Care Cost
Warren Buffett said, “It takes 20 years to build a reputation and five minutes to ruin it.” In today’s world of elevated expectations and amplified customer voice, the cost of supporting customers and succeeding in customer care goes far beyond the hourly fee paid to staff a contact center or back-office operation. There are multiple cost dimensions that must be considered and evaluated before making a decision to delegate customer care to a service provider.
Identifying New Opportunities for Business Extension Across the Spectrum of Customer Care Services
Outsourcers gravitate to work that is simple to perform and easy to manage, leaving companies few viable external options for extending the business to drive brand loyalty, CSAT and cost savings. This analysis provides a look at new target areas for business extension made possible by a reimagined, reengineered reflective approach to customer care.
RETHINK — REIMAGINE — REENGINEER Customer Care with Strategy and Brand Mirrorring
Clear Harbor solves the outsourcing problem with strategy and brand mirroring, a modern solution that extends and clearly reflects your business to your customers. We build an indistinguishable replication and reflection of each client’s customer care environment and aspirations that lives the brand, performs as good as or better than the original, and delivers the lowest total cost of brand ownership, orchestration and optimization (TCO³).