Wednesday Nov 20, 2013
Tuesday Feb 05, 2013
By Tuula Fai on Feb 05, 2013
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.
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:
- Invite customers to chat on your website
- Update customers with service alerts
- 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
Friday Feb 01, 2013
By Michael Seback on Feb 01, 2013
“In the aftermath of the financial crisis, retail banks around the globe are struggling to make a positive impression on customers. Differentiating on price and product innovation is becoming increasingly difficult, and firms face the added complications of changing customer preferences and increasingly stringent regulations.” This is per The World Retail Banking Report 2011 – published by European Financial Management and Marketing Association (EFMA), the Italian bank UniCredit and Capgemini. The report stated that “delivering a positive customer experience is one of the few levers banks can use to stand out in today's market.” Other approaches that banks have relied on in the past to differentiate themselves – low prices and innovative products in particular – are losing their ability to provide an edge.
When new delivery channels were created to complement branches – first ATMs, then telephone banking, online banking, self-service kiosks and mobile banking – many believed that branches were in terminal decline around the world. Four or five years ago that decline was largely halted, and in many cases reversed, as banks realized the value of face-to-face contact and a high profile brand presence. Today, the typical delivery model is cross-channel. All channels are valued, and used as part of an integrated distribution strategy.
Even though customers regard quality of service as the most important aspect of their banking experience, they also value relevant, competitively priced and innovative products, and effective delivery channels. The challenge for banks, therefore, is to keep abreast of developments in these two areas. Learn more.
Get the latest insights from customers and consumer research:
- Youth Research Partners: Young Banking Consumers’ Attitudes
- The National Australia Bank, NAB, brand transforms with a new way to do business
- Jackson Hewitt provides just-in-time knowledge
Interested in building lifelong loyalty with an exceptional experience for financial services, Click now.
Wednesday Jan 16, 2013
By Tony Berk on Jan 16, 2013
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.
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