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How an Excellent Customer Experience Drives Business Growth.

According to research, 61.5% of marketing professionals agree that poor customer experience (CX) leads to a loss in clientele. Unfortunately, businesses that don’t innovate and stay up-to-date with the latest trends may find that their customers seek better service elsewhere.

Instead, to drive business growth, you should consider the ways your potential and existing customers perceive your brand. Having a good understanding of your reputation will enable you to make necessary improvements and continue attracting customers to your company.

By delivering an excellent customer experience, you’ll find that your organisation is able to generate more revenue, allowing you to keep taking on bigger and better projects.

Read on to find out more about what today’s consumers have come to expect and how customer experience drives business growth.

How Customer Experience Drives Business Growth

1. Customers Will Be More Loyal

Statistics show that 82% of emotionally engaged customers will always purchase from the same company when they need something and are less inclined to shop around. Additionally, customers who repeatedly engage with your business may be more interested in discovering what else you can do for them, giving you more opportunities to drive business growth. 

However, the key to gaining repeat customers is focusing on the ’emotional’ side of engagement. In other words, how does each stage of the buyer journey make people feel? Your clients will become loyal when they feel valued and that your business genuinely cares about anticipating their needs. 

The good news is that anticipating your customers’ needs isn’t as tricky as it sounds. Using modern cloud-based CRM (customer relationship management) technology, you can manage the entire customer journey end-to-end. For example, customers can easily manage bookings via an online portal, view real-time service updates, receive digital invoices and make instant payments at the touch of a button. 

Receiving a speedy and reliable service has never been so straightforward, and your customers will want to keep using your company time and time again as a result.

 2. You’ll Be Able to Attract New Customers

When you deliver an excellent customer experience, your brand reputation will skyrocket. Unsurprisingly, 60% of customers say they trust reviews from friends, family and other product or service users. 

Therefore, if you’re consistently providing your existing clients with positive encounters, you increase the chances that they’ll spread the word of your company and provide you with a new bank of leads.

Remember, customers are attracted to businesses that are:

  • Knowledgeable: 46% of people will abandon a brand if they’re not knowledgeable. As such, you must ensure that all your employees are clued up on your product or service.
  • Friendly: 42% of people say they would pay for a more friendly, welcoming experience. Think about each touchpoint during the buyer journey and how your customers will perceive your messaging. Everything, from your marketing efforts to your customer service team members, will influence your clients’ feelings towards your business.
  • Speedy: 70% of customers believe that speed of service matters the most. To deliver a swift service, you should review all your current ways of working to eliminate any inefficiencies, such as manual administration processes or outdated legacy systems.
  • Convenient: Only 14% of customers report being happy with current business communications. Time-consuming phone calls and emails no longer work as part of your clients’ busy days. Instead, people want more instant communication methods that will provide them with correct information whenever they need it. 

If you manage to tick all the boxes, you’re well on your way to gaining a stellar reputation and enjoying a drive in business growth.

When you use a state-of-the-art CRM system, the good news is that providing a speedy, convenient service is simple. You can eliminate the need to complete manual, paper-based administration tasks and remove burdensome, outdated processes from your employees’ to-do lists. With all the free time, your people can focus on what they do best: providing a friendly and knowledgeable experience to your existing and prospective customers.

3. People Will Pay Extra for an Excellent Customer Experience

Customers who believe that your organisation satisfies all of their requirements will be willing to pay more for your product or service. In fact, you could double your business’ revenue within 36 months if you improve your customer experience to a satisfactory level.

Therefore, it’s worth thinking about how to provide an excellent customer experience and investing some time to implement your plan. In today’s digital world, one of the best ways to improve CX and drive business growth is by employing technology to speed up your processes and enable seamless communications between your customers, back-office staff and field-based workers. 

A multi-functional mobile workforce system, like BigChange, enables your team to work more rapidly and provide your customers with a better service. As such, you’ll stand out from your competitors who continue to use antiquated ways of working, and people will be willing to pay a premium to use your products or services instead.

Create an Excellent Customer Experience and Grow Your Business with BigChange

Some systems manage relationships. BigChange helps you master them.

Our fully integrated CRM system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.

Want to find out more?

Discover how Field Service Management Software from BigChange can make your business grow stronger and arrange a free demo today.

How Digital Transformation is Driving Customer Experience

Did you know, two-thirds of a company’s competitive edge comes from its customer experience? In today’s busy world, customers expect businesses to anticipate their needs and provide simple, seamless services. Therefore, organisations must innovate and devise ways to take their customer experience to the next level to avoid becoming obsolete.

But, how do you ensure that the customer experience meets expectations without spending too much money or time implementing a solution?

Simple. You use technology to your advantage. 

In this article, we’ll explain how digital transformation is driving customer experience and how you can use modern workforce management software to make your business stand out from the crowd.

What is Digital Transformation?

Digital transformation involves integrating technology into some — or all — areas of a business to create or improve processes. Fundamentally, digital transformation changes the way companies operate and provide value to their customers. 

Since traditional, paper-based processes are error-prone and inefficient, more field service businesses are considering disruptive ways of leveraging state-of-the-art technology to enhance their ways of working. 

But what effect can a digital transformation of customer experience have on your business?

The Impact of Digital Transformation on Customer Experience

According to statistics, 73% of customers agree that customer experience helps to drive their buying decisions. Consequently, you must consider ways to attract modern buyers and deliver on their expectations in order to continue growing your business.

With digital transformation, not only will you provide a superior customer experience, but you’ll also enjoy several benefits. Here are some examples of how digital transformation is driving customer experience:

1. More Reliable Workers

Historically, many field service businesses have had to rely on subcontractors they don’t know or can’t manage to complete jobs for customers. As a result, communication can be disjointed, and clients may receive a sub-par service.

Unfortunately, when customers aren’t happy, your business and its reputation take a hit. In fact, 39% of customers claim they would stay away from a vendor for up to two years after a negative experience.

Instead, companies that use online networks to collaborate with other like-minded businesses can extend their reach to offer additional services in a wider range of locations. Online platforms also provide access to real-time data, meaning you can see who is working for you, what they’re doing and where. Plus, you can instantly share information with your customers, giving them more visibility over their appointment. 

As a result, you’ll be able to experience the benefits of company expansion without the additional cost or risk, and your clients will receive a better service.

2. Faster Processes

According to research, businesses that go paperless notice that staff productivity rises by nearly 30%. The repetitive, manual administration methods that many field service businesses rely on act as a motivation killer for their staff and, in turn, cause more errors and make already sluggish processes even less efficient.

Picture this: Bob has waited several working days for an invoice in the mail from you. He opens it and realises that the details don’t match up with your initial quote. Confused, Bob calls your back-office team and contests the invoice. After some back and forth, your team realises that they have made a typo and now have to mail out another invoice.

Bob is unhappy that the process is taking so long, and your team now has to spend more time fixing the problem. Not ideal.

If you use a cloud-based field service workforce management platform, on the other hand, you will quickly realise the impact of digital transformation on customer experience. Customers can book appointments online before your back-office team deploys a worker based on location and skill set. You can then share real-time updates with your customer, so they know when to expect the technician.

Once the work is complete, the technician can fill out and send paperwork to your back office via their mobile device and create a digital invoice. Your customer will receive the invoice immediately and be able to pay online the same day.

With a cloud-based system, you can eliminate the risk of human error, speed up your processes and provide your customers with an outstanding experience at the touch of a button.

3. A Personal Touch

Unsurprisingly, 98% of marketers say personalisation advances customer relationships. Modern customers are used to online experiences that are tailored directly to their individual needs, so your business will need to do the same to maintain its clientele. 

However, when you rely on paper-based documents and multiple, outdated legacy systems, keeping track of your customers and their requirements can be tricky. As such, your customers won’t be receiving a personalised service and may look to your competitors to provide them with a more tailored experience. 

Using a cloud-based CRM (customer relationship management) system, such as BigChange, personalising the customer experience has never been easier. For example, you can see customer information and history on the platform, which ensures that you have all the details you need to keep track of projects and provide your customers with the correct updates as and when required.

Begin a Digital Transformation of Customer Experience with BigChange

Some systems manage relationships. BigChange helps you master them.

Our fully integrated CRM system gives you a 360˚ view of every account, contact site and contract. Deliver positive customer experiences at every level thanks to an array of dynamic product features.

Want to find out more?
Discover how Field Service Management Software from BigChange can make your business grow stronger and arrange a free demo today.

BigChange

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