GB Liners Success
INTRODUCTION
The mantra of GB Liners, who provide a seamless, stress-free service for movers, UK or Europe wide, and beyond. GB Liners has a proud history of helping people with removal services for over 90 years.
GB Liners philosophy is driven by highly trained, professional staff, who deliver to the highest standards of service excellence. Making a move 'easy' means building trust and reassurance, through expertise and great communication, right form the very first interaction with a potential customer.
GB Liners constantly seek to improve their customer experience, and the ability of their team to deliver against the needs of the customer, in order to make GB Liners the customer's first choice for removals or storage, ahead of their competition.
“Conversion of leads from our website to site surveys and bookings have all increased as a result of our improved online customer experience, and mystery shopping has specifically enabled us to hone our customer conversion techniques also leading directly to higher conversions."
Rob Bartup, Managing Director
CHALLENGE
Removals and storage is an incredibly competitive sector, with leads often purchased from aggregators, to supplement opportunity generated through the business' own website. In that case leads are non-exclusive, with no guarantee of successful conversion.
Like all movers and storers, GB Liners focus heavily on generating exclusive leads from their own website, and look for every way to maximise conversion by offering the very best service. This puts a huge emphasis on sales processes and staff training and development.
As a consequence GB Liners approached Know Your Market to review their existing Customer Experience.
Like all movers and storers, GB Liners focus heavily on generating exclusive leads from their own website, and look for every way to maximise conversion by offering the very best service. This puts a huge emphasis on sales processes and staff training and development.
As a consequence GB Liners approached Know Your Market to review their existing Customer Experience.
SOLUTION
GB Liners began by commissioning Know Your Market to provide Mystery Shopping on their home surveys and valuations for removals, to assess their most crucial customer interaction.
MYSTERY SHOPPING HOME SURVEY & VALUATION ASSESSMENTS
To beat the competition, and get an edge in their sales conversion processes, GB liners are prepared to test themselves, and commissioned Know Your Market to carry out a Mystery Shopping programme.
Reviewing their Home Survey and Valuations, gets right to the moment of truth with their customers. it is this interaction that will determine more than any other, whether the customer will choose GB Liners or another company.
Know Your Market mystery shopped in-home removals valuations across multiple branches, as well as reviewing multiple self-storage locations. In addition to these face to face interactions, the mystery shopping reviewed online web enquiries and branch telephone calls.
Sector specific scenarios were used, with questionnaires customised, to focus on the key elements of the sales process critical to GB Liners.
Reviewing their Home Survey and Valuations, gets right to the moment of truth with their customers. it is this interaction that will determine more than any other, whether the customer will choose GB Liners or another company.
Know Your Market mystery shopped in-home removals valuations across multiple branches, as well as reviewing multiple self-storage locations. In addition to these face to face interactions, the mystery shopping reviewed online web enquiries and branch telephone calls.
Sector specific scenarios were used, with questionnaires customised, to focus on the key elements of the sales process critical to GB Liners.
RESULTS
Insights uncovered had a significant impact on GB Liners' business, leading directly to process improvement and increased sales performance.
The sales team made deliberate modifications to their approach to customer enquiry handling, which have had an identifiable and measurable impact on sales conversions.
The sales team made deliberate modifications to their approach to customer enquiry handling, which have had an identifiable and measurable impact on sales conversions.
GB Liners have been able to optimise their customer experience in specific ways, that they can then test on an ongoing basis.
A cycle of regular assessment, change and measurement, ensure constant improvement over time, and an ability to stay ahead of their competition.
WE CAN DO THE SAME FOR YOUR BUSINESS
We give you a 'customer first' approach, creating engagement that drives revenue.