The consumer has enormous power. Companies are aware of this, yet struggle to grasp the larger impact. The Conciant membership base provides us, and by extension you, with a substantial forum from which to collect and analyze market data. What follows is a synopsis of the key drivers that influence Conciant member’s brand choices--answers to the very questions companies most need answered.
- I want quality products and services at a measurably fair price.
- I don’t want to be marketed to. I want transparency and truth from merchandisers.
- At the very least, I want the products and services I purchase to meet my expectations.
- At most the products and services should genuinely deliver on the promises made by the manufacturer, retailer and and service provider.
- I want the merchant to stand behind their product in terms of prompt, earnest customer service, warranty and problem resolution.
- I want to deal with a principled company. One committed to producing a quality product by ethical means.
- I do not want my buying experience to disappoint, anger or irritate me.
The foregoing indicators haven’t changed in a hundred years. Mass marketing loses sight of this when it’s just about the numbers. The buying public won’t. Conciant has restored consumer confidence by re-establishing the tenant of excellent customer service. The model is wholly effective, and will impact your interaction with your consumer as well.
As critical as a quality product and great customer service is, there is one other element that has evolved and become standard in the buying experience--the experience itself. Successful marketers grasp the concept of experience shopping. The take away then is this: when the consumer is acknowledged as respected and valued, that consumer will come back. Customer loyalty is, to a significant degree, contingent on the customer’s experience with a chosen marketer throughout the course of a purchase. Not surprising, this principle continues to apply far into the life of the product and service.
In a customer centric model staff underpins everything. Our recruitment methods are fairly rigid, but our attrition rates are low. A skill set can be learned, Conciant recruits aptitude. This encompasses intellectual agility, character, disposition, creativity, perception and ethics. During orientation and instruction selected candidates are immersed in the concierge culture. As Conciant concierges are intuitive, decisive, trained to hear (often in the subtext) what the customer is saying, and is well equipped to then deliver—within the appropriate framework, a seamless result in a timely manner. The strategy is deemed a success.
Conciant has marked the surprised delight from members when they call and speak with a live person instead of being absolutely obliged to listen to a menu drone on. A Conciant concierge is focused on them, their needs and desires. The Conciant concierge is cordial, knowledgeable, creative and helpful. In this respect we are a complete 180° from our transactional counterparts.
Conciant’s privately labeled delivery platforms allow individual brands this same highly effective approach. The high touch customer centric model is essential in a culture where the consumer is ever more discriminating; with an ever increasing slate of choices. The ‘state of mind checkbook’ connection is a lagging indicator, but clearly reflected in market share.
Increasing market share. Conciant is at the forefront of this effort, and in the final analysis it is about the numbers—your numbers. Conciant offers the best and most cost effective customer care experience available anywhere.
DISTINGUISHING PROGRAM CHARACTERISTICS
- Virtual home-based service delivery model.
- 100 percent in-country | on-shore.
- PCI Level 1 compliant platform.
- Phone, email, chat and social media able.
- Proprietary training systems.
- Robust recruiting portal and processing.
- Comprehensive reporting | data analytics | program performance.
- Scalable.
PROGRAM BENEFITS
- Increase customer satisfaction and brand loyalty.
- Extraordinary value proposition pricing.
- Reduce cost per contact and AHT.
- Increase spend and first call resolution.
- International recruiting pool.
PROGRAM SERVICES
- 24/7 inbound and outbound concierge customer care.
- Consultative sales | cross-sell | up-sell.
- Customer service | product and order status inquiries | account status | merchandise returns | general enquiries and information.
- Order processing and facilitation.
- BPO and back office services.
- Peak and overflow volume management | fast and efficient scalability for planned and unplanned fluctuation.
- Customer welcome calls | registration | surveys.
PROGRAM STAFFING
We’ve spoken to the overall character and aptitude of Conciant concierges. Now as to modality and staffing patterns. Certainly we will start with an assessment of your organization in terms of who you are, what you do and what you need. From there we’ll develop the message, and the strategy to effectively convey it. In this respect a Conciant concierge is your brand’s ambassador, and as such--well versed in the message, and a nimble enough presence to readily define its intent.
Your global reach may require multiple languages in diverse locations. In this scenario the remote concierge model is an excellent fit. A boot on the ground where you need it, for example say your influence--though global, is largely concentrated in the U.K., or Dubai or Johannesburg. The scope of influence allocation will determine the staffing pattern for your company. The remote concierge model has a great deal of appeal, much more so than a generic ‘call center’ with a script.