Reflecting and moving forward with your business in 2022

Reflecting and moving forward with your business in 2022

The new year is finally here and with it brings a new chapter for you and your business. While this new beginning is traditionally a time to set new goals, it also provides us an opportunity to reflect on the last 12 months and to take a moment to revisit our priorities before moving forward. The world and the way we do business has changed so much over the last 2 years and taking a moment to reflect could help your business develop and define new growth strategies for 2022.

Reflecting on different areas of your business can be difficult but here are some key priorities to begin with:

Evaluate your Customer Experience

customer-experience-review

Your customers’ experience is everything and it the key to your company’s success in 2022. By creating a positive experience for your customers, you are creating brand advocates, and this is what every CX strategy aims to do. Unfortunately, there can be a disconnect between planning and implementation and one of the most meaningful aspect of the customer’s experience - Customer Support Solutions – is often overlooked.

During a national survey conducted by Canon Information Technology Services, research showed that 93% of consumers said a good customer service experience influences their decision to continue using a brand or product. This emphasizes the need for companies to create and invest in quality customer service to develop brand loyalty and overall enhance their customers’ experience and is something to prioritize in 2022.

Reconsider Recruitment Options

The increased demand for workers over the past year has been highly publicized and it’s no secret recruiting the right candidates for positions can be a long and hard process given the competitive job market. Even for established businesses, recruiting a sizable number of new employees to keep up with the consumer demand can be a strain on your HR department. This not only drains budgeting that could be deployed elsewhere (such as developing new products and services), but also opens you up to gaps in oversight over employee conduct and compensation that could expose you to potential liabilities that could be avoided.

2022 could be the year your business starts outsourcing different services such as customer support services, direct sales and order distribution through Business Process Outsourcing (BPO). By using a BPO, like Canon ITS your company could enhance your customers’ experience, relieve excess workload of your current employees, and even save costs by scaling up and down services as needed.

Data and Analytics Reporting

Every interaction with a customer holds value, whether it’s feedback on a product or service or insights into the different stages of a customer’s lifecycle. Your customer service team is at the front line of all these interactions and receive so much data and insight every day. The value of productive feedback in informing any business decision or analysis of operations in 2022 is immeasurably. Now is the time to review your data and analytics reporting over the last 12 months and even evaluate your systems for collecting and analyzing this data.

Reflecting and self-evaluation is a difficult task especially with the excitement of the new year, but it is a key process for your business’ success in the coming 12 months. Moving forward you may need to consider outsourcing different areas to allow for growth and that’s where we can help. Canon ITS specializes in BPO services centering on customer service and customer experience management. By partnering with Canon ITS, we can help you reach your 2022 goals by retaining customers, increasing conversions, and minimizing returns to grow your brand outreach and your revenue. Contact us today to find out more.