Customer Experience Strategies
Is bad customer experience damaging your brand?
Odds are, you spend a lot of time and money building your company’s brand. The number one reason for this investment is to attract and keep customers, right? Yet most of these efforts tend to focus more on the attracting and less on the keeping.
Out With The Old, In With The New?
Are your current, hard-won customers happy with the customer experience you deliver? Or is all the attention being lavished on prospective customers? What happens when a loyal customer has a question that needs answering? Or is hungry for more information? Or needs service? Or has a complaint?
The Hole In The Bucket
Studies show that each year 80 percent of consumers quit doing business with a company due to a negative experience. A bad customer experience can leave a customer in tears. It’s clear that one of your organization’s greatest vulnerabilities just might be your service center and your type of customer experience management. Yet it’s also one of your greatest opportunities. Because outstanding service is the number one reason customers continue to do business with a company. Not to mention advocating your brand through word of mouth.
Nikon’s Opportunity
When the digital camera market skyrocketed, our client Nikon’s rapidly growing sales were taxing their resources. Nikon wanted to deliver the kind of premium customer experience consumers expected from their brand. They turned to RightNow®. We started by focusing on customer service—empowering Nikon’s customers to self-serve and building call center services that provide their agents with visibility across all contact points—including telephone, website, and email—so they can provide effective, personalized support. General Manager of Nikon Inc.’s Technical Office, David Dentry says, “When you deliver a great customer experience, they come back and buy from you again. They also say great things about you to their friends, and that’s the best advertising there is.”
Results That Build Loyalty
Today, Nikon uses RightNow’s web-based CX solution to handle 750,000 customer inquiries every month. The contact center achieved a 50 percent reduction in call response time and a 70 percent reduction in email response time while boosting customer service satisfaction over 95 percent! And the company was awarded Nucleus Research’s premier ROI award for a 3,200 percent return over three years, and $6 million in bottom-line contribution!
Beyond The Service Center
After having success with its call center solution, Nikon added marketing automation and sales automation to the mix. With marketing, sales, and customer service all running in a unified environment, Nikon gained unprecedented visibility into its customers’ issues and concerns. And their unified CX solution has been deployed globally in 15 languages.
A Brand Building Experience
Nikon built a great brand. As their story shows, a consumer-centric CX software solution like RightNow is a powerful tool for protecting and growing that brand. We’ve helped dozens of global corporations like Nikon take care of their customers, minimize costs, and grow their business in the process.
Differentiation And Loyalty
The RightNow CX Suite™ can deliver a customer experience that further differentiates your company from your competitors. In an age when loyalty is hard to win, we help you reward your customers for their continued devotion. As you saw with Nikon, we can do this through a multi-channel CX software system all connected into one knowledge base.
Start Small Or Big
RightNow lets you start by focusing on one part of your business, such as web self-service, email management, customer feedback, or contact center. You can then grow your CX solution until you reach the ideal mix for your company’s specific needs. Since RightNow's CX Suite is on demand CX software, implementation is quick and affordable, easily coexisting with your current environment. We even offer a pilot program as a low-risk way to begin. Delivering a great customer experience with every interaction—your brand is certainly worth it.
Related Information
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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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Webcast On Demand: The Customer Experience – You Can’t Fake It
There are huge opportunities to rethink how we deal with customers. This free webcast featuring Bruce Temkin, Principal Analyst with Forrester Research offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
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Video: Nikon Video
Learn how Nikon's global SaaS CRM software deployment reaped real results.
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White Paper: Five Warning Signs for Danger Ahead on Your Customer-Centric Journey
This white paper focuses on key elements needed to launch and sustain a successful customer-centric journey.
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White Paper: Customer Service as a Differentiator: The Road to Excellence at Overstock.com
The obstacles that prevented Overstock.com from delivering exceptional customer service were not very different from those that many companies in a variety of industries encounter.
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Case Study Summary: 2008 Gartner & 1to1 Customer Awards
Read how Marktplaats.nl, Nikon, Overstock.com and eHarmony earned their 2008 Gartner & 1to1 Customer Awards.
Greg Gianforte