Customer Experience Strategies
Looking for a formula to improve customer experience and reduce costs?
It is one thing to talk about the importance of providing extraordinary customer service, but quite another to provide it, especially if you are on a tight budget. There is a perceived relationship between customer service and budget. If you want to provide a superior customer experience, you have to spend a lot of money to do it. Right? Wrong.
That Is The Customer Experience Problem We Solve For Our Clients
RightNow clients execute customer initiatives with our customer experience management software system and deliver a great customer experience while reducing operating costs at the same time. In fact, RightNow clients have been awarded Nucleus Research ROI award the last five years with returns up to 8,000 percent!
Black & Decker Gets It
The key to delivering a consistently great customer experience is having relevant, up-to-date knowledge about and for your customers available everywhere and anywhere they may choose to interact with you. This is easily done with hosted customer experience management solutions from RightNow that create a positive customer experience and boost customer retention.
RightNow client Black & Decker is a successful global manufacturer of popular power tools and accessories. At the core of their success is a RightNow hosted customer experience management solutions. Customer interactions across all channels are managed under one customer experience management software system—so all of the knowledge they have about any given customer can be found in one place, by anyone who needs it, whenever they need it.
Only 10% Of Customer Interactions Are Excellent
If you’re like most organizations, you probably already have a lot of the knowledge you need to deliver a superior customer experience, but it is probably incomplete, and probably isn’t easily accessible to your customers and your frontline employees. Our experience has shown us that the information needed to provide a great customer experience is only available in about 10 percent of interactions—whether it is a self-service interaction, or an agent is involved.
We Get You Results For The Other 90 Percent
And we do it while reducing costs. Our client Black & Decker needed to increase responsiveness to customers company-wide, and they also needed to optimize cross-channel performance and efficiency. They did it with knowledge management, self-service, email management, contact center agent desktop, and call center services from RightNow, and reduced their costs in a variety of areas at the same time. They estimate more than $250,000 in annual savings achieved through self-service alone.
What kind of customer experience are you offering?
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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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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White Paper: Customer Service as a Differentiator: The Road to Excellence at Overstock.com
The obstacles that prevented Overstock.com from delivering exceptional customer service were not very different from those that many companies in a variety of industries encounter.
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Video: Black & Decker Highlights Video
RightNow supports Voice of the Customer initiatives.
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Tool: I need to estimate my ROI
See how RightNow’s multi-channel SaaS CX products make financial sense for your business.
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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.
Greg Gianforte