Presented at the 2010 Gartner Customer Relationship Management Summit, London
BOZEMAN, Mont.--RightNow (NASDAQ:RNOW) customer, PhotoBox, Europe’s leading online community for photo printing, sharing and personal publishing, has won the Gartner and 1to1 Media CRM Excellence Award in the category of Customer Experience.
The Gartner and 1to1 Media awards program highlight innovative companies that are making a big impact through their customer relationship strategy and achieving an unrivaled level of excellence in delivering the customer experience.
As the Customer Experience category winner, PhotoBox successfully demonstrated to the judging panel how it transformed its business through a series of technological and cultural initiatives to become ‘customer-obsessed.’
Central to PhotoBox’s success, and underpinning the whole customer care initiative, is a robust ‘Voice of the Customer’ program that captures customer feedback from a range of sources including service incidents across its multi-channel contact center operations. Insight from that feedback is then used by each business unit to identify where changes and improvements are necessary, covering everything from the customer care operation, website, internal processes, to product development and production. Using the insight to drive informed decisions, the company successfully achieved its four main objectives to:
From a cultural perspective, PhotoBox has also implemented a number of staff-related practices aimed at encouraging its workforce to consider how their day-to-day actions can have consequences on the customer experience. For instance, each employee has the control and reduction of contact ratios as a performance objective and every bonus is linked to it. Renaud Besnard, PhotoBox’s Group Operations Director explains:
“Analysis of customer incidents typically showed that when a customer contacted us, in nearly every instance, we could tie the reason for contact back to a specific occurrence that was usually because of something we’d done. So the natural course of action was to instigate more accountability for staff in the shape of an objective that integrates the delivery of exceptional customer experience with staff objectives and incentives.”
PhotoBox’s RightNow-enabled contact center is at the hub of its customer experience success. It uses RightNow to build a single view of customer interactions that contact center agents can use to provide a fast and efficient service to customers when handling enquiries across phone, email, web and chat channels. Trends and issues captured during those service incidents are then easily identified and analyzed, and turned into actionable insight with reports sent to heads of departments – helping it to continuously improve the quality of the customer experience it delivers.
Commenting on the award win, Besnard said:
“We are absolutely delighted to have won this accolade from such an esteemed awarding body as Gartner and 1to1 Media. We believe it’s a great testament to all the hard work the team has put in and a fantastic endorsement of how customer obsession can and should become the DNA of every consumer-oriented business.”
PhotoBox is the leading online photo printing and publishing service in the UK and Europe, pioneering online printing, storing, sharing, community and publishing services for digital photos, before extending its range to innovative products such as photo books, calendars, and greeting cards.
The company merged with Photoways, the leading French service, in April 2006 thereby creating the European market leader, which now boasts over 8.5 million members and nearly 200 million photo prints. The group is backed by leading Venture Capital firms Index Ventures, Highland Capital and HarbourVest. Stan Laurent, formerly Chief Operating Officer at AOL Europe, is President and CEO and Mark Chapman, co-founder of PhotoBox, is Managing Director of the UK business.
For more information, please visit: www.Photobox.co.uk
RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.
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