Right Now Cx And 8 Steps For Linked In
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1) Customers are likely to stop doing business with a company after a single bad experience, so delivering exceptional customer service is important. 2) Most customers will return if an issue is resolved, and nearly all will return if the issue is resolved quickly. 3) RightNow software focuses on the three most important customer experiences: the website, social media, and contact centers. It uses analytics and a proven methodology to improve customer experience while reducing costs.
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The document discusses customer relationship management (CRM) and its evolution with technology. It explains that CRM aims to optimize profitability through enhanced customer satisfaction, automating and enhancing customer-centric processes. eCRM expands traditional CRM by integrating electronic channels like web and wireless technologies. Effective eCRM requires understanding customers, capturing and analyzing data, and providing personalized, targeted experiences across channels to improve customer retention and reduce costs.
Building a Culture of Experimentation at HP
Today’s leading digital businesses, such as Amazon, Google and Facebook, cite experimentation as the key to constantly improving their digital experiences. Yet many companies are still in the early stages of adopting a test and learn mindset when it comes to innovating on their own experiences.
In this webinar, hear how HP has built a global center of excellence, structured their experimentation teams and meetings, and focused on technology, governance, and strategy on their way to building a culture of experimentation.
You'll learn:
- How we structured our Center Of Excellence, and why it's working for us at a global scale
- Our emphasis on Data and Strategy, ensuring we make effective business decisions
- How we’ve interlocked our technologies to give us insights and the edge on our Experiments
- Our Partnership and Growth Story, on our way to grow experiments by 3x worldwide YoY
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Right Now Cx And 8 Steps For Linked In
- 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
Editor's Notes
- 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