Is Outsourcing Your Customer Experience Really A Good Idea or Just Wrong?

Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. 

There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does. To customers, it’s all one experience and any problems that happen along the way, whether they were under your control or not, reflect upon your brand. However, by bringing in these additional resources the third-party company provides, you also have created an end-to-end experience that makes it easy for your customers to do business with you. 

The question is, was outsourcing that part of your experience really a good idea or a big mistake? In this episode we answer that question and give you some actionable steps to manage your third-party partners. 

Key Ideas to Improve your Customer Experience

This episode has some examples of what we mean by third party partners and how they fit into an experience. We also explore the pros and cons of outsourcing part of your Customer Experience. Finally, we discuss different ways you can mitigate your risk and manage customer expectations to the best possible outcome for your experience. 

Here are a few key moments in the discussion:

• 03:20 Ryan shares a story about his friend and her troubles with a trampoline installation.        
• 06:21 For the first time EVER in the podcast, Colin complains a bit about an experience he had with Apple.
• 07:40 We explain that how you position the third-party’s role in your experience might create some separation for the two parts in your customers’ mind. 
• 09:58 We explain how companies can’t contract out part of the experience and then walk away from their responsibility for it.
• 12:22 Colin shares a story where a hotel saw their airport shuttle service like it was a favor and he saw it as a failed part of their experience, and why that happens.
• 15:56 Colin shares a term he learned from BMW when writing his first book, “Only-ers” and why you shouldn’t have them in your company.
• 19:58 Ryan explains how big companies can sometimes make customers feel like they are dealing with a third-party company if they don’t improve the customer journey between departments.
• 26:42 We share our advice and actionable items to help you manage the parts of your experience you might have outsourced. 

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Customer Experience Information & Resources

LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

Click here to learn more about Professor Ryan Hamilton of Emory University. 

Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers. 

Experience Health Check: You already have an experience, even if you weren't deliberate about it. Our Experience Health Check can help you understand what you have today. Colin or one of our team can assess your digital or physical Customer Experience, interacting with your organization as a customer to define what is good and what needs improving. Then, they will provide a list of recommendations for critical next steps for your organization. Click here to learn more. 

How can we help?

Click here to learn more about Beyond Philosophy's Suite of Services.