Customer Experience Strategies
Engage customers proactively
Engaging customers proactively is one of RightNow’s 8 steps to delivering great customer experiences.
Customers Want Personal And Relevant Interactions
Let’s face it. There’s a right way and a wrong way to engage with customers. Because some organizations have engaged customers in the wrong way, a backlash in email marketing campaign practices has developed, unfortunately pitting consumers against businesses.When you receive an unsolicited, generic marketing offer, how often do you read it closely and respond, let alone buy the product? Response rates on such offers are notoriously low.
Leverage Knowledge To Segment Customers And Their Experiences
The key issue behind this problem is relevance. Companies often communicate to prospects and customers in a way that isn’t relevant and does not resonate with them. The issue lies in a lack of knowledge about the customer or prospect, or in not using knowledge effectively if you have it. If customer knowledge is used correctly, you can leverage it to proactively interact with customers in an intelligent, intentional, and compelling manner, and in the process, develop deep, long-term loyal relationships and customer advocates. Otherwise, you’re probably just driving customers away. So what should you do?
Proactively Notify Customers Of Product Or Service Issues
Segment your customers with your email marketing campaign software—understand why they use your product or service, and why they interact with you. Then provide real value to them by sending relevant messages that address their individual needs and desires. Don’t forget, it is really up to them if they want to hear from you. You need to ask them.
Present Relevant Offers And Increase Revenue With Email Marketing Campaign Software
Once you have decided how to engage with your customers and prospects, you need a email marketing campaign software tool to do it efficiently. RightNow offers email marketing campaign software that push relevant information and content to customers at the right time, through the right channel.
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Related Information
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Article: Eight steps to superior customer experiences
RightNow’s eight steps to superior customer experiences can help you accomplish this while reducing costs at the same time.
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Video: 8 Steps to Improve Customer Experiences Video
This video features RightNow CEO and founder Greg Gianforte presenting RightNow’s 8 Steps to Improve Customer Experiences.
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Video: 8 Steps to Great Customer Experiences: the Customer’s Perspective Video
Listen to Electronic Arts, Shaklee, and various other RightNow clients talk about how RightNow's 8 Steps are helping them deliver superior customer experiences.
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Video: A RightNow® world: Real ROI Results Video
Hear Overstock.com, Nikon, drugstore.com, and CBS Interactive describe how RightNow solutions provided them immediate ROI with reduced email response time and call handle time.
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White Paper: The 6 Laws of Customer Experience
There are huge opportunities to rethink how we deal with customers. This ebook offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
Greg Gianforte