DO YOU KNOW?
The moving and packing industry is one of the most interesting and diverse business conglomerates in the US. Unfortunately, the Great Recession of 2008 caused by the housing market, has taken its toll. The moving and packing industry was hit by a long downturn period. Over the years, however, the industry has managed to recover.
While it seems logical that larger firms would be the majority in this transport industry, is that the case? Actually, no! Even though it contains some big corporations, most of the industry are really small businesses. Only 8.5% of the firms have more than one hundred employees. In contrast, 47% have fewer than five employees. As you can see, the moving industry is as diverse as the country itself. Recently, its annual revenue was more than $12 billion! This stems mainly from long-distance and local transport.
Elite CXS will keep you up to date with trends, monitor your customer’s experience, and help you measure the effectiveness of your operation.
DO YOU KNOW IF YOUR OPERATORS ARE DOING THEIR BEST?
There’s a quote from Maya Angelou that really speaks to the heart of the customer-experience concept: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Elite CXS’ mystery shopping and video mystery shopping solutions are designed to ensure your service standards and customer experience are met through active measurement of service staff and their execution against the ideal service process.
We can answer all these questions for you in a timely and organized way:
- Are my employees following company’s processes and procedures?
- Are my employees embracing our brand and providing a delightful experience each time a customer contacts us?
- Are the investments in process, training, coaching, and compliance guidelines being maximized?
- What is the knowledge level of my employees?
- Are my brand standards being adhered to across the organization?
- Are my employees establishing a good rapport with prospective clients?
- Are my sales representatives asking for the business, both soft and hard closes?
- Are my drivers being careful on the road and delivering everything safely?
There’s a quote from Maya Angelou that really speaks to the heart of the customer-experience concept: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Elite CXS’ mystery shopping and video mystery shopping solutions are designed to ensure your service standards and customer experience are met through active measurement of service staff and their execution against the ideal service process.
We can answer all these questions for you in a timely and organized way:
Are my employees following company’s processes and procedures?
Are my employees embracing our brand and providing a delightful experience each time a customer contacts us?
Are the investments in process, training, coaching, and compliance guidelines being maximized?
What is the knowledge level of my employees?
Are my brand standards being adhered to across the organization?
Are my employees establishing a good rapport with prospective clients?
Are my sales representatives asking for the business, both soft and hard closes?
Are my drivers being careful on the road and delivering everything safely?
Remember, in today’s social environment your customers are out there talking more than ever, whether through online reviews, chat rooms, or the cocktail circuit. The internet is a great source of information – but it is also a great source of people’s experiences and moving & packing is no different.
Your branding establishes who you are, what you do, how you are different from your competition, and how you live up to your promises. It is a presentation of your business to the world. The better you can communicate your brand message, the more chances you give people to understand what to expect from you, therefore achieving higher turnover as a result.
Find out:
- If your customers are leaving feeling delighted with the experience they just had.
- How your customer service is being perceived.
- How to turn reviews into a competitive advantage.
- How to get a customizable and fluid customer survey program.
- How to ensure your company name and information is consistent across all the channels.
- How to be found everywhere.
- How to receive a content-based training program and maximize results.
Remember, in today’s social environment your customers are out there talking more than ever, whether through online reviews, chat rooms, or the cocktail circuit. The internet is a great source of information – but it is also a great source of people’s experiences and moving & packing is no different.
Your branding establishes who you are, what you do, how you are different from your competition, and how you live up to your promises. It is a presentation of your business to the world. The better you can communicate your brand message, the more chances you give people to understand what to expect from you, therefore achieving higher turnover as a result.
Find out:
If your customers are leaving feeling delighted with the experience they just had.
How your customer service is being perceived.
How to turn reviews into a competitive advantage.
How to get a customizable and fluid customer survey program.
How to ensure your company name and information is consistent across all the channels.
How to be found everywhere.
How to receive a content-based training program and maximize results.
Have you set clear expectations? Do they love what they do and create great customer experiences? Have they been given the tools and training to perform well? Your employees are the frontline champions of your moving and packing company, and that’s a great business outcome for you.
Elite CXS’ Employee Engagement solutions provide you with the tools to know what your employees think about working for your brand, if the customer experience is the focus, and if they believe they have the needed tools and training to perform like champions. We analyze all the received data points and provide you with actionable recommendations that show you how investments in employees will improve the customer experience, reduce costs, increase revenues, and mitigate risk for your brand.
Find out:
- If your employees really love coming to work every day.
- What your employees think of your process and procedures.
- What feedback your employees would recommend for improving customer experience and profitability.
- How you can link the impact of employee satisfaction to customer satisfaction, costs (e.g., labor), revenue, and profit.
- How to improve your employee retention.
- How to measure the effectiveness of employee training.
- if your drivers getting the necessary training.
Have you set clear expectations? Do they love what they do and create great customer experiences? Have they been given the tools and training to perform well? Your employees are the frontline champions of your moving and packing company, and that’s a great business outcome for you.
Elite CXS’ Employee Engagement solutions provide you with the tools to know what your employees think about working for your brand, if the customer experience is the focus, and if they believe they have the needed tools and training to perform like champions. We analyze all the received data points and provide you with actionable recommendations that show you how investments in employees will improve the customer experience, reduce costs, increase revenues, and mitigate risk for your brand.
Find out:
If your employees really love coming to work every day.
What your employees think of your process and procedures.
What feedback your employees would recommend for improving customer experience and profitability.
How you can link the impact of employee satisfaction to customer satisfaction, costs (e.g., labor), revenue, and profit.
How to improve your employee retention.
How to measure the effectiveness of employee training.
if your drivers getting the necessary training.
Because most companies provide similar services, the packing & moving industry is a very competitive market. The difference in quality comes down to the smallest of details and the provision of a stellar customer experience.
Competitor analysis is a great tool for positioning yourself to truly understand your market and create value propositions, differentiators, and a marketing strategy that goes above and beyond the competition.
Elite CXS will help you stay ahead of your competition and deliver a level of customer experience that will delight and create customers for life.
With our services you can:
- Find out how you are stacking up against your competition
- Identify the strengths and weaknesses of your competitors
- Develop and communicate a distinct market advantage over your competition
- Compare what is being said about you to your competition across the web
Because most companies provide similar services, the packing & moving industry is a very competitive market. The difference in quality comes down to the smallest of details and the provision of a stellar customer experience.
Competitor analysis is a great tool for positioning yourself to truly understand your market and create value propositions, differentiators, and a marketing strategy that goes above and beyond the competition.
Elite CXS will help you stay ahead of your competition and deliver a level of customer experience that will delight and create customers for life.
With our services you can:
Find out how you are stacking up against your competition
Identify the strengths and weaknesses of your competitors
Develop and communicate a distinct market advantage over your competition
Compare what is being said about you to your competition across the web
The Internet has changed the moving and packing industry. Today it is the primary way of reaching customers. It’s safe to say that a quality online presence has become one of the most important aspects of this business.
Websites are the face of your company no matter what you do, the more important it becomes.
Our digital team knows exactly who your target audience is, what they like, and how to get their attention.
Do you want to:
- Have a modern and stylish website?
- Have functionality that brings results?
- Have continuous maintenance that you never have to think about?
- Attract more customers to your website?
- Display relevant & engaging content?
- Convert more leads to sales?
Get in touch with our digital specialists to get your business to the top of the digital world.
The Internet has changed the moving and packing industry. Today it is the primary way of reaching customers. It’s safe to say that a quality online presence has become one of the most important aspects of this business.
Websites are the face of your company no matter what you do, the more important it becomes.
Our digital team knows exactly who your target audience is, what they like, and how to get their attention.
Do you want to:
Have a modern and stylish website?
Have functionality that brings results?
Have continuous maintenance that you never have to think about?
Attract more customers to your website?
Display relevant & engaging content?
Convert more leads to sales?
Get in touch with our digital specialists to get your business to the top of the digital world.
We live in a world where negative comments, whether true or not, tend to be perceived as gospel. How we react to them, and what we do with them can make a world of difference as to how much they matter. While no one likes to get negative reviews, they can show us an area that needs attention, whether in your company or the greater moving and packing world.
Take control of your brand and solve customer issues!
View all your reviews from 150+ sites in one interactive dashboard. Filter your review feed by rating, time period, or by the source, to identify which areas and sites to focus on. TrueVoice CX sends you new review alerts via email or SMS so you don’t miss a word.
Find out:
- How to turn positive customer surveys into reviews on the web.
- How you can monitor, manage, and respond to reviews from 100’s of potential sites from one place.
- How you can see everything that is being said about you across the web.
- How to manage your customer conversations from one place.
- What people say about your business.
- How to turn reviews into a competitive advantage.
We live in a world where negative comments, whether true or not, tend to be perceived as gospel. How we react to them, and what we do with them can make a world of difference as to how much they matter. While no one likes to get negative reviews, they can show us an area that needs attention, whether in your company or the greater moving and packing world.
Take control of your brand and solve customer issues!
View all your reviews from 150+ sites in one interactive dashboard. Filter your review feed by rating, time period, or by the source, to identify which areas and sites to focus on. TrueVoice CX sends you new review alerts via email or SMS so you don’t miss a word.
Find out:
How to turn positive customer surveys into reviews on the web.
How you can monitor, manage, and respond to reviews from 100’s of potential sites from one place.
How you can see everything that is being said about you across the web.
How to manage your customer conversations from one place.
What people say about your business.
How to turn reviews into a competitive advantage.