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.
Case Study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
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
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
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.
Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world
So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.
Case Study: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
Case Study: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.