BigRentz launched a streamlined website and internal customer service program as integral pieces of the company's customercentric strategy.
The new website offers more consistent functionality in an easily accessible format. Customers can quickly navigate and find the equipment they need with the pricing readily apparent.
“As more and more people use smartphones to rent equipment, our enhanced online rental experience is tailored to what the customer wants and needs in a format that simplifies the process for them,” said Jim Arabia, chief marketing officer at BigRentz.
To develop stronger customer relationships and deliver better service, BigRentz has also unveiled a program called Lift Up, which has shown increases in positive feedback already. Elements of the Lift Up program not only include the new website with its contemporary design and more engaging content, but it also increases customer surveying and metrics.
BigRentz utilizes surveys like net promoter score, a metric that measures customer experience and propensity to do business with a company again. It gives daily insight into areas where improvements can be made and allows agility to make quick corrections where customer concerns might be.
BigRentz takes the viewpoint of customers as partners and conducts quarterly business reviews to ensure the company is aligned with their needs. As the Lift Up team collects data, they get better understanding of customer needs, renting habits and insight on equipment and company technology. The team is transparent with the results and openly works to address areas where feedback indicates they have fallen short of expectations.
