Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Microinteractions can be ghastly too and leave the customer with a bad impression so it's helpful to pay attention! Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013. Added by Anne Reuss on Aug 05, 2013.

Brands 110

Brands Retail Consulting Touchpoint 110

CSM Magazine

OCTOBER 23, 2024

” One of Baydale’s primary objectives for implementing the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management, and business intelligence tools in one system, was control and visibility of its mobile workforce.

System 52

System Management CRM Customer Relationship Management 52

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. If you are there for your customers, they’ll want to be there for you. A strong customer relationship is rooted in exemplary customer service and support.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Vonage

DECEMBER 8, 2016

According to a study by NewVoiceMedia, US businesses are losing $62 billion per year, as a result of poor customer service. A figure which has increased by more than $20 billion since 2013. We’re still a nation of serial switchers, and once you lose a customer, they’re unlikely to come back.

Contact Center 120

Contact Center Poor Customer Service Social Media Call Center 120

CSM Magazine

SEPTEMBER 11, 2024

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app. BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

Customer Service 52

Customer Service CRM Customer Relationship Management Hospitality 52

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Web Chat – Customers Love It!

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

CSM Magazine

NOVEMBER 21, 2024

” Using BigChange, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management, and business intelligence tools in one platform, ECO Providers has transformed the planning and management of complex, multi-team, energy saving projects.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

Kayako

FEBRUARY 11, 2016

And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. Now customer service experiences can not only make or break relationships with current customers, but thousands of potential new ones too.

Connections 120

Connections How To Social Media Airlines 120

Customer Guru

MAY 30, 2018

But the best way to deal with disgruntled customers is behaving patiently, apologizing, and committing to resolving the issue, not blaming the customer or screaming back. And certainly, not the way Seinfeld’s Soup Nazi behaves with his customers. Source: Seinfeld Customer Service Example.

Omni-Channel 95

Omni-Channel Customer Centricity e-support Social Media 95

Retently

MARCH 23, 2023

Below, we’ve compared companies with low Net Promoter Scores relative to the averages for their industries to determine which characteristics have the most significant negative impact on customer satisfaction. Comcast’s customer service is among the lowest-rated in the United States.

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

CSM Magazine

DECEMBER 5, 2022

Spectrum is a leading cable TV, internet, telephone, and wireless services company. Here we look at Spectrum’s customer service performance and contact details. Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive. How to contact Spectrum.

Customer Service 52

Customer Service How To Social Media Wireless 52

CSM Magazine

JULY 12, 2022

Gym equipment repair specialist Upholstery2u, is using the latest technology to streamline workflows and boost customer service levels. Our SLA monitoring and customer service is better, and customers can self-serve with live tracking and completion reports.” About BigChange.

Management 11

Management Customer Relationship Management CRM Report 11

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

Retently

AUGUST 22, 2018

While customer satisfaction ratings for US airlines have reached a peak not seen in almost 20 years , the industry still lags behind other verticals in delighting its customers. Low Tolerance: Airline customers have extremely low tolerance towards any problems they face during the flight experience. Airlines 2013 | By No.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. It also outsourced its debt collections to a service provider.

Call Center 81

Call Center Company Telecommunications Banking 81

CSM Magazine

JULY 6, 2022

Using the cloud-based BigChange solution, Envirocare has boosted customer service with improved access to and sharing of time critical or site sensitive information. Envirocare has received 11 consecutive RoSPA Gold Awards for health and safety and prides itself on the quality of care it delivers. About BigChange.

Customer Relationship Management 59

Customer Relationship Management CRM System Resources 59

CSM Magazine

OCTOBER 5, 2023

The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work. “BigChange delivered the best fit for our requirements and those of our customers.

System 59

System CRM Customer Relationship Management Report 59

CSM Magazine

JULY 17, 2023

BigChange has launched a series of Analytics Dashboards to display critical business information for field service firms. Big-screen graphs and tables provide an instant view of performance, such as job costs, productivity, customer service, and finance.

Analytics 52

Analytics Customer Relationship Management CRM System 52

Esteban Kolsky

AUGUST 17, 2015

We all understand single-channel as it is the origin of all customer service. Customer service was provided person-to-person, over the phone via call center, or (in the case of more modern companies) via email or chat or any other single-channel. Even as we grew operations and added new channels (e.g.

Omni-Channel 60

Omni-Channel Multi-Channel Contact Center Case Study 60

CSM Magazine

SEPTEMBER 28, 2023

With end-to-end digital workflows, integration with the Xero accounting package, networking with other BigChange users, and an online customer booking portal, BigChange has already transformed the management of the mobile operation, improving efficiency and boosting customer service. “‘where are you?

Customer Relationship Management 59

Customer Relationship Management CRM Hospitality System 59

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. CSM Practice is the first customer success strategy consulting firm in the world.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

CSM Magazine

FEBRUARY 11, 2022

BigChange field service management software is helping commercial and industrial door specialist Access Innovations reduce paper consumption by more than 70 per cent. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world.

Innovation 52

Innovation CRM Customer Relationship Management Financial 52

ShepHyken

DECEMBER 30, 2016

Customers Consider Eco-Friendly Minded Businesses before Purchasing. The 2013 findings of a Green Gap Trend Tracker research conducted by Cone Communications found that at least 71 percent of shoppers in America think about the environment when shopping.

Loyalty 88

Loyalty Policies Consumers Exercises 88

CSM Magazine

OCTOBER 2, 2023

It incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management and business intelligence. BigChange is an all-in-one job management system that typically replaces a series of separate systems.

Software 59

Software Customer Relationship Management CRM System 59

CSM Magazine

MARCH 30, 2022

Using the cloud-based platform, AinsCo has made efficiency gains across the board, reduced operational costs and improved customer service. Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world.

CRM 52

CRM Transportation Customer Relationship Management Exercises 52

CSM Magazine

OCTOBER 2, 2024

Mardon Group, national suppliers of waste and recycling equipment, has equipped field service engineers with mobile devices that synchronise in real time with the office. The mobile app is part of a new system from BigChange that is reducing routine administration, improving customer service, and achieving new health and safety measures.

Management 52

Management CRM Customer Relationship Management Hospitality 52

CSM Magazine

DECEMBER 2, 2021

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. . That has led to productivity gains across the office and field service operations of around 25 per cent. However, it’s customer service where the greatest benefits are being realised. About BigChange.

Technology 52

Technology CRM Customer Relationship Management Financial 52

ReviewTrackers

JULY 12, 2019

A 2013 poll commissioned by AutoTrader.com, meanwhile, found that 75 percent of the time that consumers devoted to buying a car was spent online. 63 percent of respondents said that data analytics allow them to more accurately predict customer needs and desires. Customer experience is the key to creating value in automotive.

Automotive 77

Automotive Customer Experience Social Media Analytics 77

CSM Magazine

JUNE 22, 2023

In the first 4 months of use, BigChange customers using the tool have saved over £1.2million; cutting 6.4 BigChange provides an end-to-end job management system incorporating customer relationship management (CRM), job scheduling, live tracking, mobile app, financial management, and business intelligence.

Travel 52

Travel Customer Relationship Management CRM System 52

CSM Magazine

JULY 26, 2022

” Using the BigChange job management platform , which incorporates customer relationship management (CRM), job scheduling , live tracking , field resource management , job finance and business intelligence in one simple to use and easy to integrate platform, Greenskape has transformed its business management.

Company 59

Company Customer Relationship Management CRM Customer relationships 59

CSM Magazine

JUNE 5, 2024

Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. Being able to bulk upload addresses to the CRM reduces the time taken to raise individual jobs, and ensures tenants details are up-to-date and matched to the correct client. .

Groups 52

Groups Connections Software Management 52

CSM Magazine

MAY 16, 2024

EnviroVent is also boosting customer service with automated notifications and updates, and the ability for customers to self-serve important documents and site reports. Before switching to BigChange in 2023, EnviroVent used a server-based field service system and separate vehicle tracking.

Customer Relationship Management 52

Customer Relationship Management e-support CRM System 52

CSM Magazine

NOVEMBER 30, 2023

With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster invoicing. Burry has also opened a new regional office and completed nearly 13,000 jobs in the last twelve months.

Customer Relationship Management 52

Customer Relationship Management CRM System Report 52

CSM Magazine

AUGUST 7, 2023

Using the BigChange job management system, which incorporates a mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , resource management , job finance and business intelligence , has meant that Crucial has been virtually paper free for more than 6 years.

System 52

System Management Customer Relationship Management CRM 52