7 Steps to a Customer Experience Makeover: A Practical Approach to Differentiated Service
RightNow Technologies

Great service is the number one reason customers are loyal and recommend companies to friends and colleagues. But on the flip side, 80 percent…

The Loyalty Connection: Measure What Matters and Create Customer Advocates
RightNow Technologies

Recent surveys have shown that 76 percent of respondents rated customer loyalty as extremely or very important to top management. Many companies…

Customer Communication: Managing the Digital Deluge
RightNow Technologies

As with all things, there’s a good side and a bad side—the Internet is no different. Although it improves communication between businesses and…

Serving the Uncompromising Customer
RightNow Technologies

Everybody’s talking about how improving customer experiences increases loyalty, advocacy, and profitability. And you know you need to do something…

The Boomerang Effect: How Market Dynamics Are Driving Customers Back to the Manufacturer
RightNow Technologies

The Internet and big-box retailers have changed the way products from MP3 players to garden tillers reach the market. Customers now have a…

3 Steps to Making Every Interaction Count
RightNow Technologies

What happens between the time customers begin to research a product and the final purchase? They’re likely to check out your—and your…

Doing Business Right Now—Your Customers Won’t Wait
RightNow Technologies

“Get this to me ASAP. I can’t afford any delays.” Your customer service representatives hear these statements every day. Your clients are…

Zero Contact Resolution: How to Keep Customers and Build Great Brands
RightNow Technologies

For years, contact centers have used first contact resolution (FCR) rates to measure their performance. While FCR rates remain a useful metric…