Adding Value to the Customer Experience: How to Increase Customer Loyalty and Drive Business Success

Faith Ocampo Published on April 11, 2017 Last updated on May 8, 2023

Businesses always talk about adding value to the customer experience. But what does “added value” really mean for customers?

happy woman online shopping on tablet at cafe with shopping bags

Today’s consumers expect more than just a decent product or service from the brands they support. They want a positive consumer experience that leaves them feeling valued and satisfied. Adding value to the customer experience can help businesses enhance customer loyalty, strengthen your brand’s reputation, and gain a competitive advantage.

But what does “added value” to the customer experience even mean?

In this article, we’ll explore this concept, including what it means, why it’s important, and how companies can implement it for long-term success.

But First: What is the Value of Customer Experience?

Excited woman ecommerce online shopping surrounded by boxes

Customer experience is a crucial component of modern marketing strategies, impacting how customers perceive and interact with a brand. Providing an exceptional customer experience can create significant value for a business, ultimately translating into increased revenue and profitability.

Here are ten ways in which customer experience adds value to marketing, with a focus on its financial impact:

woman showing satisfying customer experience smiling on phone with call center
  1. Increased Customer Loyalty

    Positive customer experiences can foster loyalty, encouraging customers to spend more money with the business over time.

  2. Higher Customer Lifetime Value

    Customers who are happy with their experience are often willing to pay more, increasing their lifetime value to the business.

  3. Reduced Customer Acquisition Costs

    By retaining existing customers through a positive experience, businesses can reduce the money they need to spend on customer acquisition.

  4. Improved Brand Reputation

    Great customer experiences can enhance a brand’s reputation, making customers more willing to pay a premium for its products or services.

  5. woman satisfied with customer experience showing smartphone to friend recommending brand
  6. Increased Customer Referrals

    Satisfied customers are more likely to refer their friends and family, bringing in new customers and more money.

  7. Improved Customer Satisfaction

    When customers have a positive experience, they are more likely to spend more money and return for future purchases.

  8. Reduced Customer Churn

    Positive experiences can reduce customer churn rates, ensuring that businesses retain more revenue over time.

  9. customer happy with customer experience holding credit card for online shopping ecommerce
  10. Enhanced Marketing ROI

    Investing in customer experience can improve marketing ROI by driving repeat sales and reducing customer acquisition costs.

  11. Increased Willingness to Pay

    Great customer experiences can increase a customer’s willingness to pay for a product or service, leading to higher profit margins for the business.

  12. Improved Bottom Line

    Ultimately, a positive customer experience can drive financial success for a business by increasing revenue and profitability through increased customer satisfaction, loyalty, and willingness to pay. By focusing on customer experience, businesses can create long-term value for themselves and their customers.

What is Adding Value to Consumer Experience?

busy customer support agent in call center

“Adding value to customer experience” is a marketing strategy that focuses on providing consumers with more than just the agreed upon product or service. Simply put, it means going above and beyond to offer additional benefits to your audience, such as exceptional customer service, personalized attention, convenience, and educational resources.

With this, companies can differentiate themselves from their competitors and build long-lasting relationships with their audience. For example, offering free tutorials or guides on how to use a product can help customers feel more confident and satisfied during the entire buying process. Providing exceptional customer support can also help to resolve issues quickly and effectively, leaving a positive impression on the customer.

What Are Examples of Adding Value to Customer Experience

One example of adding customer value to the customer experience could be offering personalized recommendations based on their purchase history and preferences. By using data and analytics, a company can gain insights into what their customers like and dislike, and then tailor their recommendations to meet their specific needs.

Another way to add customer value to the customer experience is to offer loyalty programs or rewards that incentivize customers to continue doing business with the company. This not only helps to build customer loyalty but also creates a positive perception of the company and enhances the overall customer experience.

couplw sitting in couch online shopping bag on ecommerse online shopping
  • Personalization

    Tailoring the experience to the specific needs and preferences of the customer. For example, if a customer has a specific dietary requirement, a restaurant could offer a customized menu to suit their needs.

  • Convenience

    Making the customer experience as seamless and easy as possible. This can include things like offering multiple payment options, providing fast and efficient service, or offering a user-friendly website or mobile app.

  • Timeliness

    Being responsive and timely in addressing customer needs and concerns. For example, responding promptly to customer inquiries or complaints, and providing regular updates on the status of their order or service request.

  • Going the Extra Mile

    Providing unexpected and memorable experiences that exceed customer expectations. For example, offering a complimentary upgrade or a small gift as a gesture of appreciation for their business.

By focusing on adding customer value to the customer experience, companies can differentiate themselves from competitors and build long-term relationships with their customers. This, in turn, can lead to increased customer satisfaction and loyalty, and ultimately drive business growth.

The Importance of Added Value

Adding value is important for several reasons. First, it enhances the customer experience, making customers feel valued and satisfied. This can lead to increased customer loyalty, as satisfied customers are more likely to become repeat customers and recommend the business to others.

delighted consumers excited about good customer experience holding smartphone

Second, adding value can help businesses differentiate themselves from competitors. By offering unique solutions and creating added value, a business can stand out in a crowded market and build a strong brand reputation. This can help attract potential consumers and create more sales opportunities.

Finally, adding value can create economic value for the business by increasing customers’ willingness to pay. Customers are often willing to pay more for a product or service that they perceive as having greater value.

Offering incentives and rewards programs can also add value to the customer experience. This could include loyalty programs, discounts, or special promotions that encourage repeat business and show new audiences that their loyalty is valued.

What Added Value Means for Customers

busy customer support agent in call center

Customer value refers to the perceived value that a customer receives from a product or service compared to the total cost or price they pay. It’s a crucial concept that helps brands identify what their existing and new customers truly value and use this data to create effective marketing efforts.

The four components of customer value are as follows:

  1. Functional Value

    This is the tangible benefits that a customer receives from a product or service. This can include features, performance, quality, and reliability. Old and new customers often evaluate functional value based on how well a product or service meets their specific needs and solves their problems.

  2. Emotional Value

    This refers to the subjective benefits that a customer receives from a product or service. This can include how the product or service makes the customer feel, such as happiness, satisfaction, or confidence. Emotional value is often associated with the brand image, reputation, and customer experience.

  3. Social Value

    Refers to the perceived value that a customer receives from how others view their use of a product or service. This can include status, prestige, or social approval. Social value is often associated with luxury or premium products, where the value of the product is derived from its perceived social status.

  4. Economic Value

    This is the financial benefits that a customer receives from a product or service. This can include the price, discounts, or savings associated with using the product or service. Financial value is often associated with cost-effective or budget-friendly products, where the economic value of the product is derived from its affordability.

Signs That You Need to Add Value to Your Customer Experience

customer experience team discussing customer support list during business meeting in call center

Great customer experience is the key to success in today’s competitive business world. But how do you know if your company’s customer experience is up to par? Fortunately, there are several key indicators you must focus on to help you determine the effectiveness of your current approach and identify areas where you may need to add the most value.

  • Customer Feedback

    One of the most important indicators of the success of your customer experience is the feedback from your customers. Pay attention to what your customers are saying about your company, products, and solutions. Are they satisfied with their experience? Are they encountering any problems or issues? Take note of their feedback and use it to inform your approach moving forward.

  • Customer Retention Rates

    Another key indicator is your company’s customer retention rates. How many customers are returning to your business and making repeat purchases? If your retention rates are low, it may be a sign that you need to create improvements on your customer experience.

  • Customer Referrals

    Another way to gauge the effectiveness of your customer experience is by measuring the number of referrals you receive from existing consumers. If your clients are happy with their purchase experience, they are more likely to recommend your business to their friends and family. Keep track of how many referrals you receive and use this information to evaluate your customer experience strategy.

  • Sales Growth

    Your company’s sales growth is another important indicator of the success of your customer experience. If your sales are growing, it may be a sign that your customers are satisfied with their experience and are continuing to do business with you. On the other hand, if your sales are stagnant or declining, it may be time to reassess your customer experience approach.

  • Customer Engagement

    Finally, pay attention to how engaged your consumers are with your brand. Do they interact with your company on social media or other channels? Are they leaving reviews or feedback? The more engaged your clients are, the more likely they are to have a positive experience with your brand.

Kinds of Value-Added Products and Services and How to Boost Customer Value

excited woman delighted with good customer experience holding smartphone at home

Value-added products and services refer to any additional services or features that businesses provide to enhance the customer experience. These services can be a perceived value or intangible benefit and, for example, include anything from free shipping to personalized recommendations.

Examples of value-added services in business include free installation, extended warranties, and loyalty programs. These services create the most value for the customer, making them more likely to choose the business over competitors.

By implementing the following focus strategies, businesses can add value to their customers and improve customer satisfaction, loyalty, and retention:

  • Provide Excellent Customer Service

    One of the most important ways to add value to your customers is by providing excellent customer service. Make sure your customer service representatives are friendly, knowledgeable, and responsive. Respond to inquiries quickly and go above and beyond to resolve any issues.

  • Personalize Your Company’s Offerings

    Customers appreciate personalized experiences. Offer customized products or services that meet their specific needs and preferences. Use customer data and feedback to tailor your offerings to individual customers.

  • Create a Seamless Customer Experience

    Make sure your customers have a seamless experience when interacting with your business. Ensure that your website is easy to navigate, your checkout process is smooth, and your delivery times are prompt. Give your customers the convenience of easily finding the data they need and be transparent about your policies and procedures.

  • Communicate Value Proposition

    Clearly communicate the value proposition of your products and services to your customers. Highlight the unique features and benefits of your offerings and how they address your customers’ needs.

  • Reward Loyalty

    Show your appreciation for loyal customers by offering incentives or special offers. This could include discounts, exclusive access to products or services, or personalized experiences.

  • Focus on Quality

    Customers value high-quality products and services. Make sure your offerings are of the highest quality possible, and don’t compromise on quality to save money.

  • Innovate

    Stay ahead of the competition by innovating and introducing new products or services. Keep up with the latest trends and technologies and be willing to take risks to stay ahead of the curve.

  • Listen to feedback

    Listen to customer feedback and use it to improve your offerings. Encourage customers to provide feedback and create changes based on their suggestions.

Partnering with an Outsourcer

smiling customer experience expert working in customer support call center

Outsourcing call center services is a popular solution for brands looking for a strategy with improved customer support and increased value to the customer experience as benefits.

Here are a few ways in which outsourcing call center services can help boost customer value:

  • Access to Trained Professionals

    An outsourcing call center can provide brands with access to trained professionals who specialize in customer support. These experts are trained in the latest customer support techniques and are equipped with the necessary tools and technology to handle customer queries, complaints, and feedback.

  • 24/7 Customer Support

    An outsourcing call center can create high quality customer experience 24/7, ensuring that customers can reach out for assistance at any time of the day or night. This can help brands improve their responsiveness to customer needs and expectations, providing a seamless and positive customer experience.

  • Multilingual Support

    Outsourcing call center services can provide multilingual support for your customers, allowing brands to cater to a diverse consumer base. This can help brands reach new markets, improve customer satisfaction, and increase customer value.

  • Scalability

    Outsourcing call center services can be scaled up or down based on the needs of the brand and the demands of their customers. This means that brands can quickly ramp up their customer support during peak seasons or reduce their support during off-peak instances, ensuring that they always have the necessary resources to meet the needs and expectations of customers..

  • Cost-Effectiveness

    Outsourcing call center services can be a cost-effective solution for brands looking to improve their customer support. By outsourcing these services, brands can save on the cost of hiring and training in-house staff, as well as the total cost of maintaining and upgrading their customer support infrastructure.

Selecting a Customer Experience Expert Outsourcer

businessman looking at globe for outsourcing customer experience expert

When it comes to providing exceptional customer experience with added value, a good call center partner is an asset for any business. But with so many outsourcing center options out there, how do you choose the right one for your business and your customers? Here are a few key factors to consider when evaluating call centers:

  • Industry Experience

    Look for a call center that has experience working in your industry or market segments. This can be particularly important if you have specific requirements, regulations that must be followed, or specific critical business instances to adhere to. A call center that is familiar with your industry will be better equipped to handle customer inquiries and provide accurate data.

  • Quality Assurance

    Ask about the call center’s quality assurance process. A good call center should have a process in place to monitor and evaluate the quality of their agents’ interactions with customers. This can help to ensure that your audience receive a consistently high level of service.

  • Technology and Infrastructure

    Make sure the call center has the technology and infrastructure necessary to handle your call volume and meet your needs. Look for a call center that uses reliable, up-to-date technology and has a backup plan in case of technical issues.

  • Training and Support

    Ask about the call center’s agent training and support programs. A good call center should provide ongoing training to their agents to ensure they have the skills and knowledge necessary to provide excellent customer service. They should also have a support process in place to help agents handle difficult situations and provide guidance when needed.

  • Flexibility and Customization

    Look for a call center that includes flexibility to its intentional mission statement. Prospects here are committed to customizing their services to meet your specific needs. This can include things like offering multiple language options or tailoring scripts to match your company’s branding and messaging.

  • Cost

    Of course, cost is always a consideration when choosing a call center. Look for a call center that offers competitive pricing without sacrificing quality.

  • Choosing a good call center to partner with is a process worth investing in for you and your customers. It provides added value to your company’s customer experience. By choosing the right call center, you can ensure that your customers receive great service, leading to increased customer loyalty and improved business outcomes.

Partner With a Customer Experience Specialist

With today’s highly competitive market, brands need to guarantee that they stand out by providing exceptional customer service that sets them apart from their competition.

Looking to elevate your brand’s customer experience? Look no further! With over a decade of expertise in 24/7 multilingual support, Open Access BPO has a proven track record of providing exceptional service to our clients, helping boost customer satisfaction and loyalty.

Contact us today to learn more about how we can help you provide the best possible customer experience for your clients.

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Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
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