Friday Apr 18, 2014

Customer Relationship Management Simplified – Why User Adoption is a Key Metric

"Out of all the CRM project problems reported, we found the most significant threat to be slow user adoption."

— Bill Band, Principal Analyst, Forrester

So you’ve purchased a state-of-the-art Customer Relationship Management (CRM) system for your Sales organization. Your goals: better forecasts, closing more deals, and ultimately increasing revenue. But are people using it?

Read on and learn about:

  • The three primary challenges that can get in your way
  • Oracle's take on addressing user adoption challenges
  • The benefits Oracle Sales Cloud customers are experiencing
[Read More]

Tuesday Mar 25, 2014

Part 1 of 6: The Art of Easy: Make It Easy To Deliver Great Customer Service Experiences by JP Saunders

Modern Customer Service is helping businesses to differentiate and grow in today’s competitive market. Why? Because your success gets accelerated when you take care of the people that make you successful. Modern Customer Service is about just that, taking care of your customers, and your people that support them.  To do that, you need to make it EASY to deliver great experiences, time and time again.

Businesses that make it “look” easy, stand out, because they consistently deliver experiences so memorable that their customers feel compelled to share them. But ask any of them how they do it, and you will quickly learn that the ART of EASY really isn’t EASY at all - or we would all be doing it! The most common business challenge stems from underestimating the complexity of simplicity, which can be devastating to the customer’s experience.

EASY is an ART. And it requires a deep understanding to get the right results - understanding of your business and of your customer, which can be applied in your cultural skills. Your canvas is the combination of every engagement channel you have where the picture of your brand gets painted. Your pallet of colors is the collection of your people, knowledge and data. Your brushes are the technologies that blend all together. In order to make “EASY”, beautiful and repeatable, you need solutions that provide a paint by numbers approach.

In this six part blog series, we will help guide you in managing the complexity of your customer service business challenges, while avoiding the common pitfalls, and deliver the type of great experiences that your customers will want to share with others. Experiences that are easily repeatable by you, and hard for your competitors to replicate.  We will show you how Oracle Service Cloud empowers your business to care, take action and succeed in your Web, Contact Center, Knowledge, Policy, and Cloud customer service initiatives, to become a Modern Customer Service organization.

Monday Jan 20, 2014

Pamper your customer's ‘Remembering Self’ by Krassimira Iordanova

A friend came back from a three-week vacation on the Maldives. Lucky guy!

"How was your vacation?" I asked.

"Great," he said. The place was just marvelous and the diving experience was phenomenal. However, the flight on the way back was horrendous. It ruined my whole vacation."

"Really?" I raised my eyebrow. "How could a nine-hour flight ruin three weeks of great vacation?"

My friend had chosen a selected piece of memory to drive how he felt about his entire experience.

To understand why, let’s look at the differences between the Experiencing self and the Remembering self, as outlined by Daniel Kahneman, Nobel laureate and founder of behavioral economics.

The Experiencing self and Remembering self 

The Experiencing self focuses on the present, which consists of a chain of moments. As Daniel Kahneman says,

"the psychological presence is set to three seconds long... so most of the experiences we have leave no trace and are completely ignored by the Remembering self. For the Remembering self, those chains of moments are lost forever, but what stays are the memories. And memories are defined by:

  • Changes
  • Significant moments
  • Endings.

 And endings are very important."

Why does this matter to Customer Experience? Because the Remembering self is the story-teller. It tells us what to keep from our experiences to create a story. That means if you have a business, you'd better address the Remembering self of your customers. Because you want to positively influence the story they will tell about you—on Facebook, Twitter, and to their friends. This matters because it will either create business value for your brand, or negatively impact it.

The Customer Experience

The customer experience is the combination of all interactions a customer has with your brand, from searching products on your website to calling a customer service agent to visiting a branch.

A customer might have a positive interaction visiting your website and chatting with an agent, but an error at checkout might cause the customer to report that "the whole experience was ruined". You might say, "Wait a second, the customer had a lot of positive experiences, only the last interaction was bad. It’s not a big deal." It is a BIG DEAL. It’s what the customer remembers—and endings matter!

That's why a consistent, positive cross-channel customer experience is one of the only sustainable advantages you have. A single bad experience can cause you to lose a customer, and all the potential customers they tell.

Key Takeaways

Experiences happen anytime, anywhere. Make sure the experiences you give customers are personalized, positive and consistent across channels.

Be there in the moments that matter most to delivering on your brand promise, and your customers will reward you with loyalty and advocacy.

Pamper your customer's Remembering self—surprise them, wow them! Last week, I received an email from Airbnb with proposed greetings cards for me to send to my hosts—all I had to do was select the design and hit send. Was I surprised? Yes! Was I wowed? Yes! Did I remember it? Yes! Did I tell my friends? Yes! My positive experience and willingness to share it with others created business value for Airbnb.

Design the story you want your customers to tell. Do that by mapping your customer’s journey with your brand, identifying all the interaction points that could leave a "memory" their Remembering self will say to themselves and others.

Start mapping your customer’s journey today by signing up for a complimentary journey mapping workshop near you.

Upcoming 2014 Journey Mapping Workshops:

 

Upcoming 2014 Journey Mapping Workshops in Europe:

Upcoming Journey Mapping Workshops in Asia-Pacific:

Friday Jan 17, 2014

Customer Experience Journey Mapping Workshops Provide Blueprint for Real-World CX Success by Robert Landon

As Steve Jobs famously said, "You've got to start with the customer experience and work back to the technology—not the other way around." In the same spirit, Oracle now offers workshops that drive a deep understanding of the complete customer journey.

The Customer Experience Journey Mapping Workshops follow a step-by-step methodology that transcends industries or individual businesses. Attendees get hands-on experience as they explore the methodology, and then can use this methodology to gain insight into the real-world journeys of their own customers.

The initial "learning" workshops last about 4 hours and have been a big hit with attendees. There is an opportunity after attending these workshops to get additional assistance to "try" this methodology through additional workshops designed to be more specific to your organizational needs.

"The workshop allowed us to identify solutions for current pains in key stages of the customer lifecycle—and propelled us to create innovative ideas for providing a differentiated customer experience," says Maricris Crisostomo, customer value chain manager at PLDT, the leading telecommunications provider in the Philippines.

From Moments to Journeys

The concept of journey mapping is simple: identify and diagram every moment across a customer experience, whether it is a specific, finite interaction—for example, a single type of online purchase—or an entire relationship with a brand across all touch points.

"At the end of the day, we are trying to cultivate empathy toward the customer, to walk a mile in their shoes," says Brian Curran, vice president of customer experience strategy and design, Oracle. "We help participants discover all the moments that matter, feel what the customer is feeling, and determine exactly what customers need both at a functional and emotional level—right in that moment."

Attendees leave the workshop with hands-on experience with a proven, repeatable methodology—one that works across products, types of interactions, and even industries. They can then share that methodology across their organization. Workshops can also result in practical insights that can drive more engaging customer experiences right away.

"We have noticed that the workshops can actually spark a virtuous cycle across an organization, getting sales, marketing, service and other functions to think of customers in a new way—to see the world through the customer’s eyes," says Curran.

Upcoming 2014 Journey Mapping Workshops:

 

Upcoming 2014 Journey Mapping Workshops in Europe:

Upcoming Journey Mapping Workshops in Asia-Pacific:

Stay tuned as registration opens for these events. Find more information on journey mapping here.

Wednesday Dec 04, 2013

Humanizing the Digital Service Experience by JP Saunders

What if you could take your best Sales Rep, your best Service Rep, and your best Support Rep, fuse them into one person, and assign that person to each of your customers for truly personal service?  Now you can with the Oracle RightNow Virtual Assistant Cloud Service, released in November 2013! The Virtual Assistant provides everything you need to offer your customers the best personalized service during their online experience.

It has…

  • A custom branded face that can be tailored to appeal to your segment.
  • The foresight to know when to engage proactively and when to be on standby ready to assist on request
  • Robust, human-like conversational and language capabilities to truly understand and respond in HUMAN speak
  • Intelligence (with session memory) to remember and predict HUMAN intent (with deep Natural Language Processing)
  • Deep insights, access, and learning through its connectivity to data, channels, and knowledge to personalize the interaction
  • The ability to make related recommendations and offers during transactions to boost sales
  • The ability to know when to hand you off to the right channel (like chat or phone) based on the customer’s value and your agent’s availability

AND … it does all this while hand-holding customers through questions and answers, chats, and forms to ensure they get to resolution.

For more information on how a virtual assistant can help you deliver a radically different level of service to your customers, check out the demonstration of the Oracle RightNow Virtual Assistant Cloud Service.  To learn more about the Oracle RightNow Cloud Service November 2013 release, you can read the Oracle RightNow Cloud Service November 2013 Capabilities & Benefits data sheet or view the Oracle RightNow Cloud Service November 2013 Overview recording.

Wednesday Nov 27, 2013

Oracle Policy Automation Webcast, Wed, Dec 4th, 1 pm PT / 4 pm ET

If you missed us at OpenWorld, don’t miss this Webcast. Find out how the latest innovations in Oracle Policy Automation Agent Cloud Service and Oracle Policy Automation Web Cloud Service will help you deliver personalized, policy-driven entitlement decisions to your customers while simplifying compliance.

Join our live Webcast on Wednesday, December 4, 2013, and discover how the latest updates and roadmap in Oracle Policy Automation can help you:

  • Maximize your benefits with a strategic policy automation approach
  • Simplify compliance with the latest updates
  • Enable cross-channel consistency through full integration with Oracle RightNow Cloud Service

Don’t miss your chance to learn how you can streamline policy administration to deliver consistent and accurate decisions to your customers while lowering compliance costs at the same time.

Register Now

Tuesday Feb 26, 2013

Crafting the Cross-Channel Experience For Communications

What Communications Service Provider (CSP) is not being challenged these days?  Customers demand more and more from their network and expect to be dazzled at every moment.  Customers are tempted by rich video content, social networking, and a plethora of apps.  Social networks can mean customers are even more likely to stray to a competitor or publicly speak about brands that fail to live up to their expectations.  Nurturing brand consistency across a variety of channels is essential for forward-thinking operators as they look to build lasting relationships with customers and avoid churn.

Leading CSPs are benefiting from this changing landscape and social movement by using monitoring tools that listen to social conversations around their brands, and deflect customer interactions from assisted channels to unassisted channels as part of a drive to lower costs to serve subscribers.   That’s why getting buy-in from these customers across social channels is vital for CSPs moving forward. It involves instant returns when done correctly and allows operators to offer promotions and bundles to a wider audience. Being able to support and leverage the interest of consumers and use social knowledge  as an enabler will win CSPs fans and allow them to gain market share in the process—and that is good for business.  Read more.

Interested in the latest on Communications Customer Experience?

Want to begin the journey - read more about Oracle’s Communications Customer Experience.

Friday Feb 22, 2013

Not All Knowledge Management Systems Are Created Equal

You’ve heard your customer service peers extolling the virtues of Knowledge Management. How giving agents one version of the truth across channels helps increase their productivity and ability to satisfy customers. And how giving consumers access to your knowledge base online help them serve themselves, so they get fast, accurate answers.

But what you may not know is that all Knowledge Management systems aren’t created equal. Many traditional Content Management Systems (CMS) allow you only to create and post content with limited search capabilities. That’s not enough for today’s digital generation of customers who demand the right answer at the right time through any channel or device. And, it’s not enough for today’s contact center agents who handle increasingly complex service requests coming through multiple touchpoints—web, social and mobile.

So what kind of knowledge management solution enables you to provide customers with the right answer at the right time? One that is smart enough to:

  • Determine the context of a customer’s online search to guide him or her to relevant content or troubleshooting
  • Search across multiple sources inside and outside the organization to find the most relevant answers
  • Integrate with your CRM and other mission-critical applications for seamlessly end-to-end service processes
  • Rapidly scale across your enterprise to meet changing business and customer needs
  • Provide analytics for continual knowledge improvement

Oracle’s Knowledge Solutions provide all the above and more. Just look at the results of our customers:

  • Jackson Hewitt’s just-in-time knowledge has increased its tax agents' productivity and decreased their training time by 15-20%
  • Vertafore’s agent knowledge base has reduced Mean Time To Resolution by 30%
  • Lantronix’s searchable knowledge answers on its support site have reduced calls and emails by 40%.

 

Learn more about Oracle’s Knowledge Solutions on our website or attend a CloudWorld event near you. 

Friday Feb 08, 2013

Turning Customer Self-Service into a Brand Differentiator

Nothing turns a customer off more than bad service—especially now that products are becoming commoditized. And with the digital generation, customers want to be able to connect with you anytime, anywhere, and from any device to resolve their own service issues.

So you are finding more and more of them going online to serve themselves, 72% according to Forrester. However, only 52% find the information they need. If you are one of the companies disappointing the 48%, watch out. Because 89% of customers will switch to a competitor after one bad service experience—up from 59% just four years ago!

Stand out from the crowd by Turning Customer Self-Service into a Brand Differentiator. When you do, you will benefit from the nearly 50% of customers who go online to praise your brand for outstanding service. That praise leads to sustainable business growth and profits by enhancing your ability to get and keep more customers at lower cost.

So how exactly do you turn your customer self-service into a brand differentiator?  Visit Oracle’s website to hear the Transform Your Brand Educast presented by The International Customer Management Institute and Oracle.

In the webcast, you will learn how Top-Ranked Customer Experience brands use Oracle Web self-service solutions to stand out from the crowd while saving millions on call and email deflection.

 

Tuesday Feb 05, 2013

Reach Out and Touch Your Customers With Proactive Service

You’ve heard the term ‘Proactive Service.’ You know it means reaching out to customers to give them a better experience. But you’re wondering, What’s the best way to do that? Because you want to reach out with service that is personal and relevant—so you can drive more sales and lower support costs. Customer Loyalty

Brands that stand out are those that get ahead of customer needs and use every interaction to grow their business. By engaging with consumers before they have issues, companies can increase customer satisfaction and operational efficiency, resulting in sustainable growth and profits.

Here are the top three ways to proactively reach out to customers:

  1. Invite customers to chat on your website
  2. Update customers with service alerts
  3. Send targeted campaigns and personalized emails

First, business rules enable you to automatically offer chat based on criteria like how many answers a customer has viewed on your website, or whether she is about to abandon her shopping cart. By engaging at the point of need, you can resolve customer issues quickly and boost sales.

Drugstore.com, a Walgreens Company, uses Oracle RightNow Cloud Service to proactively offer chat. By using chat to guide online shoppers, Drugstore’s beauty.com has achieved a 30% online conversion rate and increased shopping basket size by 20%.

Second, you can send customers relevant information—like service alerts, knowledge updates, or product enhancements—based on their profile preferences. This proactive outreach helps build loyalty while saving money on call deflection.

ResortCom International, a vacation industry leader, uses Oracle RightNow Cloud Service to proactively deliver relevant service and offers to customers through their preferred channels and times of day. Proactive communications have decreased its inbound calls by 20%, resulting in $200,000 savings. ResortCom also increased its business 10X with no increase in support headcount.

Third, you can use profile preferences to send customers targeted campaigns and personalized emails. Putting relevant content in front of consumers helps keep your brand top-of-mind, increasing sales opportunities and customer retention.

Shaklee, the number one natural nutrition company in the U.S., uses Oracle RightNow Cloud Service to create personalized campaigns and automatically send welcome letters and birthday emails to members. Personalized outreach has increased Shaklee’s campaign click-through rates and saved money on marketing headcount.

In summary, proactive service helps you drive more sales opportunities and lower support costs at the same time.

Learn more about Oracle RightNow Cloud Customer Service Solutions at www.oracle.com/rightnow

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