Right Now Cx And 8 Steps For Linked In
- 1. How To Deliver an Exceptional Customer ExperienceJohann 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 quicklyTARP 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 CenterRightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.
- 7. RightNow CXIntelligent Voice AutomationMulti-Channel Agent DesktopContact Center Experience DesignSupport CommunitiesInnovation CommunitiesCloud MonitoringSocial Experience DesignWeb Self-Service MobileChat and Co-BrowseEmail ManagementWeb Experience DesignCustomer FeedbackService Sales MarketingAnalyticsKnowledgeFoundationEnterprise Integration & Extensibility
- 8. CX COMMITMENT||Results Expertise Easy-to-Buy Client Success MgrRightNow Project MethodologyCenters of Excellence8 Step MethodologyCloud Services AgreementPilots
- 9. RightNow’s Breakthrough ApproachImprove customer experience while reducing costsHighly modular CX solution – focus on areas with highest impact firstUnique knowledge foundation infused across entire solution suiteMission Critical Software-as-a-ServiceImmediate resultsProven 8 Step CX Methodology from more than 5,000 client engagements
- 10. Proven CX MethodologyEstablish a Knowledge FoundationEmpower Your CustomersEmpower Frontline EmployeesOffer Multi-Channel & Cross Channel Choice Listen to Your CustomersDesign Seamless Experiences Engage ProactivelyMeasure and Improve Continuously
- 11. More Gartner & 1to1 Customer Awards Than Any Other VendorCUSTOMER EXPERIENCE WINNER EMEA/APAC 2010CE EXCELLENCE & CRM GOLD 2009CSS GOLD 2009CSS SILVER 2009CRM SILVER 2009BEST CRM 2008 & CSS GOLD 2008CRM GOLD 2008ORG TRANS SILVER 2009ANDCSS SILVER 2008BEST CRM EMEA 2009BEST CRM EMEA FINALIST 2007BEST CRM FINALIST 2007CRM SILVER 2008BEST CRM 2007
- 12. RightNow Customers Set the Standard
Editor's Notes
- #11: 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.
- #12: -rightnow measures success through customer awards first, tech awards second-more Gartner awards 3 yrs running