Understanding and measuring the importance of the customer’s experience In any instance where you communicate with customers, their experience is of the utmost importance. Whether they are new customers buying a product for the first time or are returning with a service issue, how they experience their interaction with your organization can go a long way toward helping or damaging your company’s reputation. This begins when they pick up the phone and doesn’t end until they hang up. When they speak with a representative, they must walk away feeling that they had a good experience with your company. This doesn’t mean they have to buy something or even have their question fully answered. They simply have to know the company is committed to servicing them to the best of its ability. Businesses are gaining a better understanding of this and have begun measuring customer experience as a key metric in performance. As a result, many companies have taken strides to perfect it. According to an article in Customer Think, many businesses have implemented customer related measurements such as Net Promoter Score (NPS) “Over the last ten years NPS has gained prominence in organizations as the measurement of customer satisfaction,” the article says. “In sectors such as telecoms, energy and insurance it has become the standard against which companies measure themselves and benchmark against other. Many organizations have incorporated NPS in their internal performance and reward systems.” Working with an outsourced call center services provider will allow you to obtain the right customer service reps at a reasonable cost to provide your customers with a premium experience. This will go a long way toward preserving your reputation and will help you receive a strong return on investment.