Goals

• Deliver a superior customer experience across all touchpoints, worldwide
• Continuously capture high-value market insight
• Keep costs under control

Achievements

• Responsive interactions drove satisfaction scores above 95%
• 50% reduction in call response time and 70% reduction in email response time
• Improved visibility into customer concerns

“RightNow is a powerful and highly adaptable solution that Nikon has been able to leverage on a global basis to sustain top-line growth, ensure ongoing customer loyalty, boost productivity, and drive down costs. This has clearly been a great investment for us.”

— David Dentry, GM, Customer Relations, Nikon

With RightNow CX, Nikon has improved the responsiveness of marketing, sales, and customer service operations across all communication channels, even as the company’s unit sales volume has increased substantially. To make this achievement more remarkable, departmental headcount has been kept flat in most cases—and in others has actually been reduced.

Nikon has earned accolades for the significant return on investment (ROI) that RightNow has helped them accomplish. Nikon received the ROI Leadership grand prize award from Ziff Davis Media's Baseline magazine and a Technology ROI award from Nucleus Research for achieving a three-year ROI of more than 3,200 percent on the customer service portion of its RightNow CX implementation alone.

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About Nikon

Nikon Inc. is the world leader in precision optics, 35mm and digital imaging technology and is recognized worldwide for setting new standards in product design and performance for its award-winning consumer and professional photographic equipment.