Customer Experience Strategies
Measure and improve continuously
Measuring and improving continuously is one of RightNow’s 8 steps to great customer experiences.
Customers Want A Company That Adapts To Them
Does your organization provide a good customer experience? Are you sure? The simple fact is that you can’t be sure unless you’ve measured. If your customer experience management solution doesn’t measure how well you are providing and improving customer experiences, you don’t know where you stand. And if you don’t know where you stand, you don’t know how effective your customer experience improvement activities are, or what adjustments are needed to make them effective.
Evaluate Your Key “Moments Of Truth"
The best measurements are based on customer experiences associated with key “moments of truth” within the customer experience lifecycle, such as when your customers come to your website, when they call an agent for assistance, or when they contact you in response to a marketing offer.
Build Customer Loyalty And Advocacy With A Customer Experience Management Solution
You also need to define, in your customer experience management solution, what adds up to a superior customer experience. It could be customer satisfaction or net promoter scores or first contact resolution rates. Next, you measure where you are today to determine a baseline. Compare your baseline to the goal you just established with your customer experience management solution, look at the gap, and take action to shrink the gap.
George Scotto, RightNow client Sony Online Entertainment VP of Customer Service & Quality Assurance says “As a customer service manager, it’s great to be able to present development with the hard numbers they need to make the best possible business decisions. Our customers and our company both win when we are acting on real information, instead of just anecdotal feedback.”
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Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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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