Lifeplus is a different kind of business. It is an international referral marketing company supplying high quality nutritional supplements and organic skin care along with a practical, common-sense approach to wellbeing known as the ‘Lifeplus formula’. Lifeplus was founded in 1992 when its founders recognised the need for a more holistic approach to wellness and nutritional support.
Lifeplus sought Bright’s guidance on how to maintain great customer satisfaction after change. The company wanted to invest in its people and infrastructure, demonstrating its commitment to their values and principles to keep people at the heart of everything they do.
Bright recommended that Lifeplus use the Bright Index to benchmark against other UK companies that also have great customer service. Lifeplus used Bright Navigator, the CSAT tool, to guide its progress while the company continued to grow and focus on efficiency and effectiveness.
- Lifeplus maintains great customer service, sitting in the top 25% of the Bright Index after growth
- CSAT increased from 85% to 95% and CSA colleague churn is lower than the industry average
- The insights helped Lifeplus focus on its unique culture during transformation and the development of the team’s knowledge and skills.
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The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered
Case Study: Network Homes – Exceed CSAT targets, Improve Agent Utilisation & Increase Employee Engagement
Since 1974, Network Homes has been acquiring and building homes for affordable rent across London helping individuals and families from all walks of life.
Case Study: TUI – Improving customer experience during a major business transition
TUI Group is a multinational travel and tourism company, encompassing well-known brands such as Thomson and First Choice.
Brochure: SuperChannel – Digital Content Sharing
Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels
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White Paper: Transitioning to AI-enabled customer journeys
How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
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