Does the following scenario sound familiar?
You’ve grown your business with all your heart, energy and resources. You’ve handpicked your team, and intentionally established a company culture you’re proud of. But now you’re growing rapidly, and can’t handle the demand with the current staff you have. You’re wondering if you should consider outsourcing.
Through working with an array of clients across a spectrum of industries, we know all too well that every type of business deals with some seasonality in their sales. But few have as tough of an obstacle to overcome as medicare, which boils down to two words: open enrollment. This period of time usually starts in early November and ends in mid-December, and it’s the six weeks of the year in which healthcare companies get the lion’s share of their sales.
Think about that. With 52 weeks in the calendar year, these businesses rely on only six of those to make up the majority of their profits. So, can a company with this kind of operating model learn to thrive year-round - even during the other 46 weeks? Let’s look at the answer to this question (hint: it’s ‘yes’).
If you asked someone years ago for an outsourcing definition, you’d probably hear something about cost reduction, capacity to meet staffing demands and/or the implementation of necessary processes. The takeaway was that offloading some of your business’ needs to a third party could save you money and streamline your operations. And while those aspects haven’t gone away, the role of an outsourcing provider has definitely evolved.
No matter what type of business you’re in, there’s no doubt that measuring your customers’ satisfaction is a key to improving and keeping those customers. But it can be hard to know where to start with data collection and analysis, so many companies don’t start trying until it has become overtly evident there is a customer satisfaction issue. Many of our customers have been in this boat, and we’ve been able to get them back on track by helping them measure customer satisfaction through two methods: Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
We love guiding our customers through understanding, implementing and using these tools - but we also practice what we preach. At Conectys, we use both CSAT and NPS internally in order to make sure we’re hitting the right notes with customers and earning our customers’ loyalty.