Customer Experience Strategies
Looking for ways to outshine your competition in 2009?
Maybe your customer experience needs a makeover. According to Harris Research and Forrester, between 82 percent and 85 percent of executives say that customer experience is critical to competitive advantage and may well be the next competitive battleground.
If your goals in 2009 include improving the customer experience—and they probably should—RightNow can help.
Harris Research and Forrester say that between 82 percent and 85 percent of executives agree that customer experience is critical to competitive advantage and may well be the next competitive battleground over the next three years.
Here are three customer experience resolutions for 2009 that should be at the top of your list.
If You Don’t Do Anything Else... Establish A Knowledge Foundation
You have to put knowledge in the hands of your customers and your frontline employees to deliver an exceptional customer experience. You can’t even deliver a so-so customer experience in the absence of knowledge. The right kind of knowledge base can also save your organization a lot of money at the same time.
To deliver the best kind of customer experience while saving money, you need a knowledge base that’s accessible, self –learning, and deliverable to your frontline employees and your customers.
RightNow has found that when companies use this approach, they often achieve self-service rates of 85 percent or higher. In fact, RightNow client iRobot has a 97 percent self-service rate—obviously saving them money and empowering their customers at the same time.
Take A Close Look At Your Call Center
Do you offer multi-channel choice? Can your customers choose how they interact with you? If you aren’t providing customers the choice and convenience of multiple interaction channels, you aren’t providing a good customer experience. And you can’t stop there. These channels need to be unified to ensure customers are provided consistent and reliable information.
By implementing RightNow's call center solutions, our client Nikon reduced call response time by 50 percent and email response time by 70 percent. They also improved visibility into customer needs and wants to help drive an experience that differentiates them from their competitors. Their customer satisfaction scores are well above 95 percent.
Listen To Your Customers
The concept is simple, listen to your customers. If you don’t, then you don’t know what they want, and you don’t know what they think about the experiences they have with you. And soon, you don’t have customers.
How well do you listen? And, once you have customer feedback, how well do you understand it? Our approach to customer feedback management is centered on the idea of immediacy. Capture customer feedback at the time of the interaction, not weeks or months later, and act on it quickly.
"Both the strength of our brand and our bottom-line business performance depend to a large degree on how well we understand and respond to our customers,” says RightNow client Black & Decker consumer services manager Chuck Udzinski. “With RightNow, we are able to maximize that understanding and responsiveness—even as we continue to drive down costs.”
Now What?
Now that you know what to do… the next step is to take action. Many of our clients see results in just a matter of weeks, and we can help you do the same. Our Pilot Program is a low-risk way to try out our call center solutions. You can also contact us for more information.
Related Information
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Case Study Summary: 2008 Gartner & 1to1 Customer Awards
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Greg Gianforte