Many RightNow employees and customers were at the Gartner CRM Summit near Washington DC earlier this week and by all accounts, customer experience took center stage at the event. This, of course, isn’t news to me… delivering a great customer experience is the key for any organization that wants to remain competitive.
I’m particularly proud to note that 4 RightNow clients —Overstock.com, Nikon, eHarmony and Marktplaats— won Gartner & 1to1 awards at the event, with Overstock.com earning the Customer User’s Choice Award, which is given to the company that demonstrates exemplary customer relationship strategy and an unrivaled level of excellence in delivering the customer experience.
All 4 of these companies have set the bar high for delivering great customer experiences.
Overstock.com was ranked the #4 retailer nationwide for its customer service by the National Retail Federation (NRF), one year after not making the top 150. Nikon services customers around the world in 50 countries and they have customer satisfaction scores above 95%. eHarmony has a different approach to customer care, they don’t try to limit the amount of time agents spend on the phone with customers, rather they encourage unhurried care to callers who often have sensitive issues they want to discuss. Their gentle approach to customer care has led to a 92 percent satisfaction level for phone incidents. Marktplaats, an eBay company and the largest commerce site in the Netherlands, customizes its approach to each customer segment and their customer satisfaction score has increased 7% in the past year, customer acquisition is up 25% and email answer time is down 55%.
It is nice to see the energy level around customer experience kicked up a notch.
Greg Gianforte
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