When call centers respond to the queries and comments posted by customers
, it translates as a goodwill gesture. Customers feel privileged and special. That is how BPO units can build up brand loyalty. In a way, this trend will come into sharper focus as we move ahead. Consumers are learning to demand more. They know that the brands that they side with will need their patronage in the long run. So their demands for better customer service are going up with time. The sense of mediocrity in service will go for a toss in 2011. If you want customers in your bag, you will have to make doubly sure that you are reaching out to your customers in a bigger way.