Customer Experience Strategies
Eight Steps to Superior Customer Experiences
Delivering superior experiences throughout the customer lifecycle is critical for driving sustainable competitive advantage, customer loyalty, and business success. RightNow clients like Motorola, Electronic Arts, and eHarmony benefit from the experience of thousands of RightNow CX implementations. They leverage an eight steps process we designed to help them better engage with their customers for an unparalleled customer experience.
The Steps You Take In Your Customer Experience Initiatives Lead To Something
Hopefully it is a great customer experience, because it has become more important than ever to develop and maintain a consistent, effective connection between your company and your customers. RightNow’s Eight Steps to Superior Customer Experiences can help you accomplish this while reducing costs at the same time.
Adopt A Customer Experience Strategy That Gets Tangible Results
With RightNow, our client Nikon has greatly improved visibility into their customer base, reduced call response time by 50 percent, email response time by 70 percent, and watched their customer satisfaction scores rise to more than 95 percent. These are the kind of results you can expect to achieve with our eight steps to a superior customer experience. You may already have one or more of these steps in place. That’s great—it means you’re already on your way.
Your Eight Steps To Superior Customer Experiences:
1. Establish A Knowledge Foundation
There are two essentials you need in your knowledge foundation
- Information about your company (products, services, accounts, etc) that your customer needs to know
- Information about your customers (interactions, history, name) that your employees need to know
2. Empower Your Customers
Empower your customers to self-serve at their convenience, through their communication channel of choice.
3. Empower Frontline Employees
Treat and empower your employees like you do your customers. Give them access to the right knowledge at their fingertips.
4. Offer Multi-channel Choice
Provide your customers with interaction options across many channels and use your common knowledge foundation to provide consistency and efficiency.
5. Listen To Your Customers
Learn what your customers are thinking and act on it.
6. Design Seamless Customer Experiences
Your customers shouldn’t be able to notice handoffs between departments.
7. Engage Customers Proactively
Communicate with your customers with personal and relevant interactions.
8. Measure And Improve Continuously
Evaluate, baseline, identify… and adapt to your customers.
These eight steps are based on more than ten years of experience with thousands of clients. Contact us. Together, we can help determine what steps you can take now, as part of your customer experience strategy, to make the biggest impact.
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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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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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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Article: Real Results RightNow
In today’s stormy economy, it is more important than ever to make good decisions and achieve real results when it comes to serving your customers.
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Article: Is your contact center helping or hurting your customer experience?
Five reasons for why the contact center, and the agents that work the frontline, need to perform like well-oiled machines.
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White Paper: Five Warning Signs for Danger Ahead on Your Customer-Centric Journey
This white paper focuses on key elements needed to launch and sustain a successful customer-centric journey.
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Customer Experience Blog
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Summit 09 Europe
Posted 2009-11-05 Read Blog
Jason Mittelstaedt,
Chief Marketing Officer
RightNow Technologies
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