Customer Experience Strategies
Your best investment? customers
Meet 3 executives who infuse their organizations with customer-centricity to win profits, customer retention, and loyalty.
Recently, 1to1 Magazine named their 2009 Customer Champions—they include representatives from three RightNow clients; iRobot, drugstore.com, and Overstock.com. The magazine calls customer champions “executives who know that customers are the business, and have transformed even the toughest customer’s loyalty into profit.” Here’s a quick look at what makes them successful.
Think Like A Customer
Customer Champion, Maryellen Abreu, Director of Global Technical Support for RightNow client iRobot says this motto has become the foundation for iRobot’s customer service strategy. In addition to focusing on the customer, she also hosts monthly “Voice of the Customer” meetings with representatives from every department. They discuss and dig into data collected from agent conversations with customers. The meetings result in prioritization of business decisions and changes to products. “We make hundreds of changes to the products over the course of a year as a result of customer feedback,” she says.
What Would Ron Do?
Customer Champion, Ron Kelly, VP of Customer Care and Logistics at RightNow client drugstore.com says his employees have coined the term WWRD (What Would Ron Do) because of his passion for effectively managing customer problems to deliver the very best quality service. He says he creates discussions and poses challenges to help them grow in their roles and create the kind of environment that results in happy agents, “In order to have happy customers, you have to have happy employees.”
Brand And Customer Experience: One In The Same
Customer Champion, Stormy Simon, SVP of Marketing and Customer Care at our client Overstock.com, knows that customer interactions in the call center serve as an extension of the brand. “When they call, she says, “we want to project a certain image, and it is absolutely a piece of marketing for us.” So, she makes it a priority to create a synergy between marketing and its customer service strategy to help develop a great customer experience and increase customer retention. In a company whose roads all lead to customer care, the voice of the customer is always top of mind, which has helped the organization become profitable and jump up to the number 4 spot on the NRF/American Express Customer Satisfaction Index in 2008 after ranking below 200 in 2007.
Related Information
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Case Study Summary: 2009 1to1 Customer Champion Awards
Read how Overstock.com, drugstore.com and iRobot earned their 2009 1to1 Customer Champion Awards.
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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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Webcast On Demand: Drugstore.com Finds The Cure for the Common Call Center
How does an internet retailer beat the established competition in this economy? drugstore.com offers more selection and better, more convenient service. They found The Cure for the Common Call Center.
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Article: Looking for ways to outshine your competition in 2009?
If your goals in 2009 include improving the customer experience—and they probably should—RightNow can help.
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Video: Overstock.com Video: winning customer experiences
Learn why Overstock.com takes top honors by flipping its business model so customer care is the most important department, rather than the last one budgeted for.
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Video: Drugstore.com Highlights Video
Watch this video to learn how a contextual contact center, customer self-service, chat and email management make the difference at drugstore.com.
Greg Gianforte