Customer Experience Strategies
Listen to your customers
Listening to customers is one of RightNow’s 8 steps to great customer experiences.
Customers Want Their Voices Heard And Action Taken
How can you deliver a great customer experience if you don’t know what your customers want? The answer is that you can’t. It is more important than ever to ask for feedback, and understand the voice of the customer, act on it, and let your customers know you acted on it.
Learn What Customers Are Thinking
And there is more to it than that. Many customers are accustomed to monthly or annual surveys from companies they do business with. They are usually long, overdue, and no longer relevant. If you want timely, relevant feedback, you need to capture the voice of the customer at the time of the customer interaction, with customer service survey web software.
Using this approach, and RightNow's customer service survey web software, organizations can make insightful improvements and achieve higher response rates. The feedback should be integrated into the common knowledge foundation to be accessed, measured, and analyzed, so everyone can better understand and serve customers in the future.
Act On The Voice Of The Customer With Customer Service Survey Web Software
Once you’ve asked for feedback, it is critical to close the loop. When customers take the time to give input, you’ve got to thank them and act on it. Inform both customers and frontline employees if changes are made based on feedback. This will instill the importance of the customer voice.
Maryellen Abreu, iRobot’s director of global technical support says “RightNow allows [RightNow client] iRobot to collect valuable feedback from our customers. That ability to hear the customer’s voice and quickly respond to it is a major business advantage.”
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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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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.
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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: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
Greg Gianforte