RightNow – On Demand CX Software

Can good come from bad?  The answer is yes at United Airlines.
Many of you know about the media frenzy that followed Dave Carroll’s visit to the RightNow User Summit last fall.  The story of United Airlines losing his luggage while he was on his way to speak to 750 customer service executives about them breaking [...]

Already the poorest nation in the Western Hemisphere, the Haitian people are desperately in need of help after the devastating earthquake.  In response, RightNow has extended our charitable donation matching program for employee donations to Haiti earthquake relief organizations.  I encourage all of you to help in whatever way you can as well.
A few examples of [...]

I am very excited about 2010, and look forward to working with our 800+ employees and nearly 2,000 clients to deliver exceptional experiences in the New Year.

As many of you know, I do lots of 1-on-1 customer and prospect visits each year. Nothing substitutes for being at the coal face. Here are three top level takeaways from this year’s 150 or so visits:
Changing Titles
In 2008 the highest ranking title of the people I was meeting with included the words [...]

Customer word of mouth (WOM) can build up or tear down your company. And today, with each consumer empowered with social networking loudspeakers to broadcast their voice, the reach of every consumer has been magnified. What consumers are saying about you has never been more important.
But, only two types of consumers take the [...]