How To Deliver an Exceptional Customer Experience<br />Johann Rangel<br />
Customers Have the Power!<br />
86%<br />stop doing business with organization after one bad experience…<br />#1 Reason to recommend a company: Outstandin...
But The Good News Is….<br />70%<br />of customers registering a complaint will return to your business if their issue is r...
Three Experiences REALLY Matter<br />
Best CX Solution<br />“Vendors that can demonstrate a strategy of providing support for all these areas (contact center, W...
RightNow CX<br />Intelligent Voice Automation<br />Multi-Channel Agent Desktop<br />Contact Center Experience Design<br />...
CX COMMITMENT<br />|<br />|<br />Results     Expertise     Easy-to-Buy <br />Client Success Mgr<br />RightNow Project Meth...
RightNow’s Breakthrough Approach<br />Improve customer experience while reducing costs<br />Highly modular CX solution – f...
Proven CX Methodology<br />Establish a Knowledge Foundation<br />Empower Your Customers<br />Empower Frontline Employees<b...
More Gartner & 1to1 Customer Awards Than Any Other Vendor<br />CUSTOMER EXPERIENCE WINNER EMEA/APAC 2010<br />CE EXCELLENC...
RightNow Customers Set the Standard<br />
Upcoming SlideShare
Loading in …5
×

Right Now Cx And 8 Steps For Linked In

1,995
-1

Published on

What we do ...

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
1,995
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
30
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • 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
  • Right Now Cx And 8 Steps For Linked In

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

    ×