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Right Now Cx And 8 Steps For Linked In

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  • AT A HIGH-LEVEL, THESE ARE THE 8 STEPS.1-ESTABLISH A FOUNDATION, ACROSS YOUR ENTERPRISE, OF KNOWLEDGE2-SETTTING YOUR CUSTOMERS UP FOR SUCCESS BY EMPOWERING THEM3-LIKEWISE, EMPOWER YOUR FRONTLINE EMPLOYEES4-OFFER DIFFERENT CHANNELS FOR INTERACTIONS WITH YOUR CUSTOMERS5-LISTEN TO YOUR CUSTOMERS SO THAT YOU CAN BETTER UNDERSTAND THEM6-DESIGN SEEMLESS X: WHETHER IT’S A CHAT, EMAIL OR CALL, OR, THEY CALL INTO SERVICE OR SALES … THE CUSTOMER DOESN’T WANTO TO REPEAT THEMSELVES AND WOULD LIKE QUICK AND PERSONAL SERVICE.7-ENGAGE PROACTIVELY8-MEASURE AND IMPROVE CONTINUOUSLY.
  • -rightnow measures success through customer awards first, tech awards second-more Gartner awards 3 yrs running

Transcript

  • 1. How To Deliver an Exceptional Customer Experience
    Johann Rangel
  • 2. Customers Have the Power!
  • 3. 86%
    stop doing business with organization after one bad experience…
    #1 Reason to recommend a company: Outstanding service (not price or product quality)
    Harris Interactive, 2009 Customer Experience Impact Report
  • 4. But The Good News Is….
    70%
    of customers registering a complaint will return to your business if their issue is resolved.
    And that number increase to 95% if they feel their
    issue has been resolved quickly
    TARP Worldwide Research
  • 5. Three Experiences REALLY Matter
  • 6. Best CX Solution
    “Vendors that can demonstrate a strategy of providing support for all these areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.”
    eService
    Social
    Contact Center
    RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.
  • 7. RightNow CX
    Intelligent Voice Automation
    Multi-Channel Agent Desktop
    Contact Center Experience Design
    Support Communities
    Innovation Communities
    Cloud Monitoring
    Social Experience Design
    Web Self-Service
    Mobile
    Chat and Co-Browse
    Email Management
    Web Experience Design
    Customer Feedback
    Service Sales Marketing
    Analytics
    KnowledgeFoundation
    Enterprise Integration & Extensibility
  • 8. CX COMMITMENT
    |
    |
    Results Expertise Easy-to-Buy
    Client Success Mgr
    RightNow Project Methodology
    Centers of Excellence
    8 Step Methodology
    Cloud Services Agreement
    Pilots
  • 9. RightNow’s Breakthrough Approach
    Improve customer experience while reducing costs
    Highly modular CX solution – focus on areas with highest impact first
    Unique knowledge foundation infused across entire solution suite
    Mission Critical Software-as-a-Service
    Immediate results
    Proven 8 Step CX Methodology from more than 5,000 client engagements
  • 10. Proven CX Methodology
    Establish a Knowledge Foundation
    Empower Your Customers
    Empower Frontline Employees
    Offer Multi-Channel & Cross Channel Choice
    Listen to Your Customers
    Design Seamless Experiences
    Engage Proactively
    Measure and Improve Continuously
  • 11. More Gartner & 1to1 Customer Awards Than Any Other Vendor
    CUSTOMER EXPERIENCE WINNER EMEA/APAC 2010
    CE EXCELLENCE & CRM GOLD 2009
    CSS GOLD 2009
    CSS SILVER 2009
    CRM SILVER 2009
    BEST CRM 2008 & CSS GOLD 2008
    CRM GOLD 2008
    ORG TRANS SILVER 2009ANDCSS SILVER 2008
    BEST CRM EMEA 2009
    BEST CRM EMEA
    FINALIST 2007
    BEST CRM FINALIST 2007
    CRM SILVER 2008
    BEST CRM 2007
  • 12. RightNow Customers Set the Standard