Landmark Information Group has been crowned the gold winner of the Best B2B Customer Experience. The company received this accolade at the UK Customer Experience Awards 2024.
“We’re delighted to have won, we’re over the moon. This has been a two year journey for us…We’ve learnt to really listen to what our customers want and put them at the heart of what we do.”
The group, which celebrated its 30th anniversary this year, faced some difficulty in realising they had prioritised customer service over customer experience which ultimately led to its successful new platform that remaining users have nos adopted.
This experience taught Landmark Information Group a vital lesson — customer service isn’t enough to ensure customer satisfaction in B2B.
The team transformed their approach to customer success, and started up a comprehensive five-project to re-establish its position as a market leader in customer interaction. This began by analysing responses from ambitious customer feedback and informing new customer-centric strategies.
These initiatives helped to focus the team on four key areas — culture, processes, technology, and structure.
In this, Landmark Information Group introduced the ‘Remarkable’ culture and values set for employees to prioritise customer needs, as well as creating a dedicated Customer Success team to work directly with customers to align their success with the company’s.
With its newly strategised focus on CX, which involved actively listening to feedback, responding to needs and collaborating with customers to find solutions, the group met their goals and came out on top.
The transformation journey was completed a year ahead of schedule! Revenue was 14% ahead despite challenging economic conditions, there was a 20% increase in training session attendance, staff saw lower attrition rates, and employees shared a common value that ‘customers’ success is our success’.
Check out the full list of winners at the UKCXA 2024 here.