Wednesday Jan 16, 2013

J&P Cycles Customers are on the Road to Enjoy their Experience

J&P Cycles, founded over 30 years ago, is the world's largest retailer of aftermarket parts and accessories for motorcycles. J&P serves not only a large customer base, but one that has a diverse range of knowledge, from novice to expert on the wide variety of products offered. Rich Brecht, Director of Contact Center and Retail Operations at J&P Cycles, told me I could build a working motorcycle from scratch, using the parts available at J&P. Of course, Rich has never seen me turn a wrench or do anything handy, so he might retract that statement! 

J&P Cycles has always been focused on providing a great customer experience to grow customer satisfaction and loyalty. However, as they grew and started serving customers beyond the traditional call center, e.g., email, Facebook, chat, etc., J&P Cycles was challenged to provide a consistent experience and distribute knowledge regardless of the interaction's origin.

This video tells some of their story with Oracle's RightNow Service Cloud and how Brecht highlights: "We've been able to establish consistency in message. Whether they're getting an answer through our Facebook page, whether they're sending us an email directly or chatting with one of our representatives or if they're in the retail space and talking to someone, we've been able to drive consistency in process throughout the organization."

For more information on Customer Experience, visit www.oracle.com/cx.

Comcast and Oracle Share Best Practices On Knowledge Management

Exceptional customer service has become a key differentiator that can help organizations improve customer satisfaction and loyalty and drive financial success. To excel, organizations must provide customers relevant and accurate answers quickly across any channel of interaction. Hear firsthand how Comcast is driving innovation through Oracle Knowledge Management solutions resulting in:

  • Improved Customer Satisfaction: Provide consistent and relevant answers and support across multiple agents and channels
  • Increased Self-Service: Empower "tomorrow's customer" with more options to self-service by extending agent capabilities to customers
  • Reduced Repeats & Avoidable Truck Rolls: Enable best-practice troubleshooting
  • Increased Visibility to the Agent & Customer Experience: Expose real-time and historical analytics to "shine a light on" the agent and customer experience

Register here to attend this webcast on January 23, 2013 at 1:00-2:00 p.m. Eastern. Speakers:
- Jeri Shelton, Director, Customer Experience Engineering, Comcast
- Ashish Joshi, Senior Director, Product Management, Oracle
- Nina Patel, Director, Knowledge Solutions Strategy, Oracle

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