Tag Archives: CRM integration

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. nike air max 2013 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. ugg bailey button boots 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. chaussure nike cortez

A great infographic I found on Oracles website explains what drives loyalty. new balance pas cher 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. air jordan soldes 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.

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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.

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Oracle RightNow CX Feature Focus: Cloud Monitor

Ladies and gentlemen: welcome to the second installment of the 2012 RightNow CX feature focus. In the last installment we discussed the introduction of the Knowledge Foundation API in the February 2012 release. If you missed the review you can find it here: http://blog.evergegroup.com/?p=496

Today I would like to discuss the updates to Cloud Monitor from February 2012. This feature has been around for a few years now. In fact I even did a presentation to the New York CX user group back when it first came out. I was still a user and I was so excited to see it in action that I became an early adopter. Cloud Monitor has evolved quite a bit since then but still provides valuable insight into non-traditional call center channels and even allows support agents to respond back to users proactively via the same channel. I use social media quite a bit and on the few rare occasions where companies responded directly to me as a result of a comment I made out into the ether, it made me feel like I had a personal connection to the entity. Cloud Monitor is one of the tools that can help companies realize and achieve this level of social maturity.

 

 

 

 

 

 

Cloud Monitor subscriptions

From the release notes:

RightNow Cloud Monitor now supports subscription-based cloud searches to capture the entire thread content of a Facebook page or an RSS feed on a recurring basis. Subscriptions return all content available from the selected channel, including any comments associated with Facebook posts.

• The Cloud Monitor now conveniently displays favorite searches, subscriptions, and Twitter private messages together in a single dashboard.

• Subscriptions can be enabled for any custom Facebook or RSS channel.

• The redesigned Add Cloud Monitor window now allows multiple searches to be added to the monitor at once.

• Subscribed search results are automatically updated every fifteen minutes.

• For Facebook subscription results, comments are grouped by thread.

            Below are my thoughts and their impact on the above five bullet points:

1.    The Cloud Monitor now conveniently displays favorite searches, subscriptions, and Twitter private messages together in a single dashboard.

In previous versions, reports were separate but now all the above information is conveniently packaged in a dashboard. Dashboards are great for power users and supervisors as they provide key information that is actionable in a convenient snapshot view. I have designed many such snapshots both as a user of CX and as a partner. Clients that appreciate the power of good analytics reports always walk away happy when they have a few shiny new dashboards in hand and in this case the report comes standard with no customization required.

 

 

 

 

 

 

 

 

 

 

2.    Subscriptions can be enabled for any custom Facebook or RSS channel.

This increases the robustness of Cloud Monitor exponentially. A feature allowing monitoring of multiple pages across Facebook and RSS, how can this not be good?

 

 

 

 

 

 

 

 

3.    The redesigned Add Cloud Monitor window now allows multiple searches to be added to the monitor at once.

In previous incarnations of CX having to add a search, click OK and then add a new search was just, in a word, annoying. Being able to add multiple searches at once may not seem like a major technologic advance but it goes a long way to increase usability. Let’s face it if the software is not user friendly rolling it out to your organization and getting buy-in from key stakeholders would be challenging to say the least. (If CX was not usable it certainly would not maintain its leader spot in the Gartner Magic Quadrant for contact centers http://www.gartner.com/technology/reprints.do?id=1-1A4Y5NW&ct=120416&st=sb)

 

 

 

 

 

 

 

 

 

4.    Subscribed search results are automatically updated every fifteen minutes.

All I have to say about this added feature is THANK YOU Oracle! I love not having to hit refresh to get updates.

 5.    For Facebook subscription results, comments are grouped by thread.

This is another very useful addition to Cloud Monitor. Grouping results by thread allows the person monitoring to understand the full context of the conversation. Having this information available to agents who are interacting with end-users will make interactions more intuitive and provide the end-user with best of breed customer experience.

 

 

 

 

 

 

 

 

 

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 over five years.

 

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CRM Integration for Financial Institutions Drives Improved Customer Service and Sales


eVerge Group has developed a CRM On Demand solution specifically designed to address the unique needs of financial institutions.  One example of a bank deploying this CRM integration is MidSouth Bank, a super-community bank, with branches throughout Louisiana and Texas.  eVerge Group implemented a customer centric sales, service and analytics platform to all 500 customer-facing employees at MidSouth.

See MidSouth’s feedback on how this implementation impacted its business in the video above or here:
http://medianetwork.oracle.com/video/player/1412231355001

To learn more about eVerge Group’s accelerated solution for financial institutions, click the Contact tab or call (888) 889-8017.

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