CX Resolutions for 2014: Customer Loyalty

In my last post I mentioned that I wanted to fully explore the impact of the below tweet from @OracleCX. If you did not read the previous post you can find the contents here: http://blog.evergegroup.com/?p=1138

 

 

 

The first concept in the image above is Customer Loyalty but just what is loyalty in this instance, how can it impact a business and why should it be declared so important that it is chosen above all others as the choice resolution of 2014. Let us consider a simple definition from BusinessDictionary.com:

“The likelihood of previous customers to continue to buy from a specific organization. Great attention is given to marketing and customer service to retain current customers by increasing their customer loyalty.”

This of course is a gross simplification. There are strategic business models and methodologies that are supposed to teach us how to keep customers coming back. Many businesses employ groups of people to develop loyalty programs that award customers with discounts and other perks. The resounding theme here is keeping the customer happy and trusting of your brand whether it is through special programs, quality of product, strength of brand or customer service. Recently there has been a lot in the news about trust, without it there can be no loyalty.

 

 

 

Target is proof of this as they grapple with customer loyalty as the result of the data breach that exposed in the order of 40 million credit cards. Many people I know have been affected and they are struggling with making the choice to remain loyal or find a new place to patronize.

 

An article in Businessweek from December 2013 was aptly titled, “Target Seen Losing Customer Loyalty After Credit Card Breach”. From this article and others it is obvious that Target is trying to make it right. They have taken actions like increasing staff at call centers to decrease wait times while customers call in to inquire about the impact this breach has on them and in my home state of New York they have penned an agreement with the state attorney general to provide free credit monitoring for a year. I suspect that the fallout from this is not over yet but in time through proper initiatives they should be able to recover.

A great infographic I found on Oracles website explains what drives loyalty. I have included a snippet of it below but if you enjoy infographs like me, you can read the entire thing on Oracle’s RightNow product page: http://www.oracle.com/us/products/applications/rightnow/customer-service/infographic-customer-experience-1897068.html?iframe=true&width=650&height=600

 

Loyalty is certainly important and key to keeping a business from dying but should it be adopted as a resolution? The answer really depends on the particular business. If it is selected a best of breed application like RightNow CX could most definitely help maintain and increase loyalty through marketing campaigns, web self-service, knowledge and social monitoring.

 

February release is only weeks away from being available. Be sure to read up on all the latest RightNow specific information at: http://www.oracle.com/us/products/applications/rightnow/overview/index.html

 

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

CX Resolutions for 2014 and leveraging RightNow

With each New Year people make personal and business related resolutions throughout the world. Some are successful and others are not, however I recently read that as much as 46% of the people who do make resolutions attain some degree of success. I decided on two business related resolutions:  to finally bite the bullet and take the dreaded exam and get my official Oracle RightNow Implementation certification; as well as to be more diligent about reading my work related twitter feeds.
Last week on Wednesday January 15th I succeeded in resolution one and got the piece of paper certifying me through Oracle. It was a very tough exam but I was happy to knock that goal out so early. While fulfilling resolution number two on Thursday January 16th and perusing my twitter feed, specifically everything related to #CX,  I saw an interesting question about corporate resolutions with an equally interesting picture tweeted by @OracleCX. Considering part of my job dictates living and breathing CX, I found myself pondering the question several times throughout the remainder of the week and over the weekend. The question continued to remain at the front of my thoughts as I read various other tweets and articles, as well as listening to what was going on in the news.
The tweet asked: What do you think is the most important #CX resolution that companies should keep in 2014?

As I said, I did find it quite thought provoking so much that I think it will take several posts to fully explore. Each of these initiatives is extremely important so just how does a company choose to focus on one over the other? Is it reasonable to assume that choosing just one will equate to a successful year for your brand? Perhaps or possibly there is a special blend that would work best. I think through careful consideration of what each of them loyalty, satisfaction, commitment, experience and trust bring to the table we will be able to derive the solution.
While exploring each of these initiatives I will also include information where relevant as to how I think a brand can leverage features within RightNow CX in order to be successful. If you currently own RightNow or are considering implementing it, the February release is only a month away from being available. Be sure to read up on all the latest RightNow specific information at: http://www.oracle.com/us/products/applications/rightnow/overview/index.html

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com
eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php
About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

eVerge Upgrades Fusion HCM to Release 7: January 2014

We recently upgraded our Oracle Fusion HCM install from Release 5 to 7.  In this blog, the focus is on the new features and functionality of Release 7.   This release touted new features spanning many of the Fusion HCM products.  The major features of interest to our project team included the Simplified User Interface, OTBI Reporting, Talent Management and Workforce Compensation enhancements, as well as Payroll reporting.

Below you will find a sampling of what Release 7 has to offer us and our customers:

Simplified User Interface:

From Oracle: The simplified user interface for the Oracle Applications Cloud is a modern, intuitive, streamlined user interface for self-service users who need access to HR related tasks and information.  The Simplified User Interface is a quick access point for casual users to perform the most common HR tasks.

Our take: Our compensation plans are already configured with custom alerts to aid our managers with the compensation process.  Some of the alerts we had already incorporated are identifying terminated employees and recent new hires.  We plan to take advantage of this new feature for our upcoming quarterly bonus payout plan.  Providing our managers with real time changes will further enhance our compensation process.

Copy/Export/Import Extract Definition Functionality

From Oracle: You can now create new extract definitions through copy or export/import. Copy, Export, and Import process options are available on the table header of the Search Results table on the Manage Definitions page. Copy allows you to copy an extract definition within the same Legislative Data Group (LDG).  Export allows you to create an .xsd file with all the extract definition details. This .xsd file can be imported in any Fusion HCM pod (instance) across releases. You can use Export/Import to copy the extract definitions across different LDGs. You need to specify the target LDG while importing the .xsd file.

Our take: Our project team was successfully able to migrate data using the delivered Export/Import process. By using the delivered utility, we were able to eliminate data entry errors; and in addition, reduced the time for validation and verification. In addition to the LDG enhancement, we used the Export/Import delivered utility to migrate Implementation Project Plans from one Fusion HCM Pod to another. Our project team will definitely leverage the enhanced Export/Import utility for ongoing implementation efforts.

Oracle Transactional Business Intelligence (OTBI) Enhancements

If you are not familiar with OTBI, it is essentially a set of pre-seeded yet customizable analysis structures that Fusion Applications users can access to create ad hoc reports, dashboards and alerts to aid daily decision-making.

From Oracle: The following OTBI features were added or changed since the last release of Oracle Fusion Applications:

•           Gender and Ethnicity have been added to the Worker dimension in all subject areas. The most recent gender and the primary ethnicity for the country or legislation of the worker’s primary assignment are used.

 •           A new Department Hierarchy dimension has been created to allow hierarchical aggregated reporting from the most recent active department tree, which contains only HCM Department Organizations. This dimension has been added to the Real Time subject areas.

 •           Assignment Count has been added to the Worker Assignment fact in the Workforce Management Real Time subject area.

 Our take: OTBI has had several iterations and continues to evolve over the life of the HCM Fusion product, but all reporting as needed for trends and analytics becomes more prominent. OTBI in Oracle’s Fusion HCM allows users to develop reports using Subject areas with a graphical interface and publish the analytics under one console. The figure shown is example of an analysis using Assignment Count fact measure. During the recruiting process, Worker analysis is performed for the staffing needs. That being said, the new enhancements in OTBI will help us match the skill set with the job requirements. 

 

Performance Management Enhancements

From Oracle: Performance Management Overview Pages Redesign; The Worker Overview page and My Directs tab in the Manager Overview page have been redesigned to a worker-centric layout.  In the new design, the page displays all performance documents for which each worker is eligible.  In previous versions My Directs tab on the Manager Overview page, a performance document had to be selected first to determine which workers were eligible to access it.

Our take: Oracle really listened to their customers by redesigning the manager’s view into their people’s performance documents.  This was a frustrating experience for our managers prior to Release 7.  This was the case especially for managers with a large number of direct reports.  The new overview displays the manager’s direct reports and the documents that are eligible and ready for evaluation.  Also, filtering capabilities are provided to list direct reports by document name, status and direct report. 

 

From Oracle: Performance document calculated ratings can now become the official rating.  Template configuration options are now available to define section ratings to be the calculated rating.  Prior to release 7 the calculated rating served as a guide for employees and managers to manually select a rating. 

Our take: Once again Oracle listened to their customers.  Our performance process is designed to rely on the calculated ratings.  Prior to Release 7, manually selecting a section rating was an additional step for our users.  Also, in many cases the incorrect section rating was selected and required administrative assistance to correct the ratings.  Today our users simply rate the individual items in a section and let the system do the rest.

Workforce Compensation: Alert Managers When Amounts They Enter Are Overridden

From Oracle: You can now create custom alerts to notify managers when a higher manager overrides a compensation amount. New columns can be used as conditions when building alerts, to identify the name of the manager who originally entered an amount and the name of the manager who last updated an amount. Previously, these columns were not available for use as conditions when building custom alerts, so managers had no clear visibility when an amount that they entered was modified by someone else.

Our take: Our compensation plans are already configured with custom alerts to aid our managers with the compensation process.  Some of the alerts we had already incorporated are identifying terminated employees and recent new hires.  We plan to take advantage of this new feature for our upcoming quarterly bonus payout plan.  Providing our managers with real time changes will further enhance our compensation process.

 

Payroll Enhancements

From Oracle: Several reports are now available for Fusion Payroll.  Oracle has delivered on several new reports including the Gross To Net, Activity Report, and Payroll Register.

Our take: Prior to Release 7 we had to rely on custom reports.  These new delivered reports are a positive step in the right direction, and we look forward to additional delivered reports in the future to help streamline our payroll process.

You can find more information for Release 7 by reading the release notes or attending HCM Live webinars.

eVerge Group is an Oracle Platinum Partner with extensive experience in HCM. To learn more about HCM Fusion and how we can help implement HCM Fusion for your organization, please contact us at 888-548-1973 or through our website http://www.evergegroup.com/contact.php