Begin The Countdown To A Better Customer Experience Today
In down markets, businesses of all types need to focus on two things:
- Taking care of customers
- Saving money, which means investing only in projects with a positive, near term ROI.
Everything else must wait.
Let Us Guess. Your Customers Are Asking A Lot More Questions?
Economic uncertainty drives a large volume of customer inquiries to companies in nearly all industries. Consumer confidence is down, and your contact center may be scrambling to help customers that feel desperate for information. You certainly don’t have budget to increase staff. In fact, you may actually be cutting down.
Ignoring Your Customers Is Risky
While it may be tempting to cut programs related to the customer experience, you may want to reconsider. According to the 2009 Harris Interactive Customer Experience Impact Report, empowered consumers have sky-high expectations when it comes to customer experience. If consumer’s expectations aren’t met, they have multiple avenues to express their dissatisfaction and with social tools at their disposal, the repercussions of this can be enormous:
- 82 percent of consumers indicated they would tell others about a bad experience – up from 67 percent in 2006.
- Many consumers that had a bad experience shared their experience online by posting a negative customer review on the company’s website (23 percent), Facebook (7 percent), or a blog (6 percent).
Consumer spending will continue, they will just be more selective. And when the market picks back up, you want to be the company that seized the opportunity to take care of customers when they needed it most.
You Need A Plan
Try us out. Cabela’s did, and they are now answering more than 300,000 questions every month with RightNow web self-service, email, and live chat. They are also largely regarded as one of the country’s most customer-centric retailers in the United Sates. Black & Decker deployed web self-service and reduced email volume by 25 percent in the first 90 days. In fact, RightNow has helped nearly 2,000 organizations achieve similar results, which is one of the reasons Gartner recently recognized RightNow as a leader in eService. Sound like something you’d be interested in?
Our Customer Service Rescue program provides a low risk way for you to realize similar results. We’d like to talk to you about your business and how you can best get started on the road to a better customer experience.
Free Migration To All Kana Clients
We are offering Kana clients free migration services as an alternative to the uncertain future they face as a result of its acquisition by Accel-KKR, a technology-focused private equity firm. Recently, many Kana clients have replaced the Kana solution with RightNow CX solutions, and have seen an increase in operational savings plus higher customer satisfaction rates.
To qualify for the migration services:
- Client must purchase two-year subscription
- Discount from RightNow’s list price for subscription may not exceed 20 percent
- The value of free migration services must not exceed 40 percent of subscription fee
Related Information
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Case Study Summary: 2009 1to1 Customer Champion Awards
Read how Overstock.com, drugstore.com and iRobot earned their 2009 1to1 Customer Champion Awards.
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White Paper: CX: Harnessing the Consumer Revolution
After decades of being managed consumers are rebelling. Today companies must listen to customers, engage with them proactively and do whatever it takes to ensure every interaction is a positive experience. To do this, you need CX.
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Article: Inquire About a Pilot
Our 30-day pilot gives you confidence that your business needs will be met.
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Tool: I need to estimate my ROI
See how RightNow’s multi-channel SaaS CX products make financial sense for your business.
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Research & Analysis: RightNow's 4th Annual Customer Experience Impact Report
This survey confirmed, again, that consumers are challenging companies to sit up and take notice; and if they aren’t willing to care for their customers, they will go elsewhere.
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White Paper: Seven Ways to Out-Service the Competition: Exiting the Recession a Leader
As we look to economic recovery, it’s critical to continue to retain customers and maximize their lifetime value. This white paper offers seven strategies to out-service the competition, propel profits and exit the recession a leader.
Greg Gianforte