Customer Experience Management
Every call. Every e-mail. Every chat. Every customer interaction is an opportunity to deliver an exceptional customer experience. Why is the customer experience so important? Because it's the first step in creating customer retention. And if you have looked at how much it costs to obtain a new customer versus how much it costs to retain an existing customer, you already have an understanding of what a great customer experience means to your bottom line.
Great customer experiences are attainable on a regular basis. The first step is in having powerful customer experience management software that can coordinate customer information and make it readily available to your team. To learn more about the importance of customer experience management, and how RightNow can help you consistently deliver optimal customer experiences, contact us today.
Customer Retention
Industries and markets are dynamic. They ride trends. They are sometimes affected by news stories halfway around the world. Advances in technology can change the rules of the game overnight. And, frankly, many of these things are out of your hands. One area of your business that you can control, however, is the customer experience. Effective customer experience management is your organization's first step in customer retention. With customer acquisition costing as much as 10 times as customer retention, you simply can't afford not to provide a better customer experience...at least, not for long.
It's one thing to talk about the results of effective customer experience management, but how do you achieve those results? By having knowledge at the point of action, that's how.
Customer Experience Management: Knowledge At The Point of Action
Every call. Every e-mail. Every face-to-face interaction. Every time your organization engages a customer, there is a point of action. That point of action is where the customer experience is defined. Now imagine if, every time a customer approached your organization, you had that customer's entire communication history at your disposal. You would know every complaint and resolution in that customer's profile. You would know if the current problem is a recurring one (and what has been suggested in the past). You would know if the customer has been loyal for years or is brand new and approaching your organization for a "first impression" moment. Would that make you better prepared to handle the situation?
Yes. It absolutely would. Having that knowledge at the point of action puts your customer service professionals in a position to speak from position of knowledge. To suggest the most appropriate solutions the first time. To anticipate client reactions and handle them as they occur, or diffuse them before they occur as need be.
Better answers. Shorter calls. Measurable results. That's a better customer experience. And that's the foundation of customer retention.
Learn More About Customer Experience Management From RightNow
RightNow offers a powerful suite of customer experience management solutions. Our dedication to results is at the heart of every Customer Experience Management software application we create. Why? Because people notice results and that is the foundation of the customer experience.
To learn more about customer experience management solutions from RightNow, contact us today.
Greg Gianforte