How do you create a memorable customer experience on the web? RightNow knows how to improve the value of a visit to your website and this group is dedicated to discussing practical tips and best practices.
Should We Be Adding Customer Experience to Our Resumes?
June 2, 2011 at 2:49 pm #131805
A very interesting post from RightNow’s Greg Gianforte. It’s fascinating to me that the number of job postings using the words “customer experience” has increased 450% within the last year! But honestly, it’s easy to believe. The customer experience bug has bitten all of us. We are seeing a change in how organizations implement customer experience initiatives as well as how they hire their employees. Check out the post below to read more:
Do You Have a Customer Experience Title?
Originally Posted in the RightNow Customer Experience BlogPosted on May 31, 2011 by Greg Gianforte
I’ve done more than 100 individual customer visits so far this year.
At a recent meeting with a large Australian retail bank, the new GM of Marketing and Customer Experience said, “We were all hired to support the new CEO’s goal to differentiate based on customer experience.” The “we” she was referring to was herself, as well as the new GM of Innovation and Strategy, the new GM of Technology, and of course the new CEO. They were essentially a brand new management team hired specifically around the goal of differentiated customer experience and transformation.
“Customer Experience” job titles are something I’ve been seeing more and more in my travels to large consumer businesses. In fact, according to indeed.com, the number of job postings that use the words “customer experience” has increased 450% within the last year.
Consumer businesses are starting to get the fact that customer experience is THE differentiator in the market today. Consumers leave and tell all their friends if they don’t get great experiences, and consumers pay more and refer their friends if they do get great experiences. It is a pretty simple concept; great experience = differentiation and growth.
In the bank example, what was really cool was the way they used the RightNow CX platform to take mortgage applications via the web, and automatically route them to the appropriate local retail bank loan officer for immediate follow-up, including all the data the customer input on the web, and even the mortgage calculator data. Then, if the loan officer did not call the customer within a few hours, the RightNow application would let the branch manager know to intervene. Finally, mortgage pipeline reporting and follow-up statistics were automatically sent to both the branch manager and corporate to improve forecasting and performance visibility.
The results are faster response to customers, more personalized service, and better accountability.
This is just one great example of how our clients are adapting to a more demanding customer experience landscape.
Do you have a “Customer Experience” title yet?
RightNow Technologies is a U.S. software company helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow is a proud partner of GovLoop. Check out RightNow on Facebook and Twitter.
June 2, 2011 at 3:24 pm #131811
The 450% increase statistic is blowing me away. I’m glad to see so many companies being responsive to the customer experience demands! Now, the question remains are people in those new roles enabled and equipped with the right tools to be effective?
June 3, 2011 at 7:21 pm #131809
Yes, the uptick in customer experience titles is telling. The balance of power has shifted to the consumer, the citizen, the donor–and companies are taking notice. Organizations of all types and sizes would do well to take a lesson from this RightNow customer. Put the customer first, listen to their collective voice and act. Provide an experience that will differentiate your agency or business from the pack with the right tools to serve customers effectively.
Social, mobile, web, email, chat, phone–this is how customers and constituents alike choose to engage organizations. If yours isn’t meeting its customers on these fields, then you could be missing a golden opportunity to provide exceptional customer experiences.
June 9, 2011 at 7:19 pm #131807
K. Chris SotudehParticipant
This is further evidence that customer experience management and transformation is a high-priority initiative for most top organizations. There are multiple facets to the overall CEM discipline ranging from strategy and governance, to monitoring and feedback measurements, and on-going analysis of findings that would result in improving the customer experience through better service, enhanced use of technologies, etc. Finding talented resources that understand this continuum and have specialization in one or more facets will be key.
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