Bozeman ranked third best winter city to live

Bozeman is the third best city in the United States to live in during the winter, according to a list compiled by Livability.com.

The No. 1 city was Anchorage, Alaska, followed by Fargo, N.D.

Livability.com, a website that ranks small to mid-sized communities across America, identified the “Top 10 Winter Cities.”

The website reviewed cities that have an average January temperature below freezing and then chose the best ones based on criteria such as whether they have lots of cold weather-dependent things to see and do, plenty of affordable housing and low unemployment rates.

Bozeman got high marks for recreational opportunities and snow clearing.

“Bozeman averages more than 90 inches of snow each year, which means there’s plenty of white stuff for snowboarding, snowmobiling, cross-country and Nordic skiing,” the article states. “And when the rest of the country is celebrating the arrival of spring, Bozeman area ski resorts are still packing powder.”

The writer notes that Bridger Bowl Ski Area will host the NCAA Men’s and Women’s Skiing Championships in March, and that Bozeman is home to the nation’s premier ice-climbing destination at Hyalite Canyon.

Bozeman’s winter roads attracted praise from Winter Cities Institute CEO Patrick Coleman.

Coleman said Bozeman “makes a good effort to enhance winter living.” He commended Bozeman’s Public Works Department for using “the friendly snowplow.”

Bozeman city crews use motor graders – machines that look like oversized tractors – to get around parked cars and avoid plowing-in driveways.

“This device does much to minimize resident frustration resulting from large snow berms planted in cleared driveways by the plows,” Coleman says in the article. “Bozeman is also concerned about maintaining bike routes and bike lanes in the winter.”

Livability.com lists the average January low in Bozeman at 14 degrees, median home price at $201,869 and an unemployment rate of 6.5 percent.

So how did the flat, wind-chilled city of Fargo beat Bozeman?

Fargo is lauded for its welcoming spirit, cultural amenities, and most notably, the lowest unemployment rate in the nation, at 3.3 percent, according to the article.

Anchorage got accolades for its breath-taking terrain, being the home of the Iditarod sled dog race and its recent increase in jobs.

Source: http://m.bozemandailychronicle.com/news/lifestyles/article_470d26d6-26af-11e1-a9b3-0019bb2963f4.html

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Montana is a great place to work, and live

Bozeman has been named one of the World’s 25 Best Ski Towns by National Geographic.

According to the article posted on National Geographic’s website, Bozeman is best for “(d)iehard skiers who wear their duct tape with pride (and beginners who look forward to doing the same someday).”

The article gives shout outs to Bridger Bowl, Blue Sky Motel, Gallatin Gateway Inn, Watanabe and other Bozeman locations.

Whitefish, Montana also made the list as well as a handful of Colorado cities; Jackson, Wyoming; North Conway, New Hampshire; Chamonix, France; Niseko, Japan; North Conway, New Hampshire; and others.

Click here for the full National Geographic story.

Source: http://www.ktvq.com/news/national-geographic-names-bozeman-to-list-of-worlds-25-best-ski-towns/

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Inc. magazine features Bozeman as a good place for tech startups

Chronicle Staff | Posted: Thursday, December 22, 2011 12:15 am

An article in the December issue of Inc. magazine features Bozeman is an ideal place to start a technology business.

“For a number of tech startups, it’s the Gallatin Valley – not the Silicon Valley – that offers the best environment for growth,” the article states.

Inc. cites Bozeman businesses such as online appointment booking platform Schedulicity, social media and e-learning platform Wisetail, software provider RightNow Technologies and TechRanch in the article.

“(Bozeman is) a small town in southwestern Montana right in the mountains with fantastic schools and unbelievable opportunities for recreation, so we have people that come here from all over,” Schedulicity founder Jerry Nettuno states in the article. “People come (here) generally to look for a better, simpler way of life.”

Schedulicity employs 19 people in Bozeman.

“People in Bozeman aren’t agitated and they aren’t in a hurry all the time,” Nettuno states. “So, finding support people that are happy and enjoy talking to customers is really easy.”

The Inc. magazine issue including the article is currently on newsstands.

Source: http://www.bozemandailychronicle.com/news/article_f10aeb2c-2c1e-11e1-882d-001871e3ce6c.html

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5 Growth Names if the Rally Holds

After some extensive research into secular bull and bear trends, Edward Hornstein tells us what to expect at this juncture, based on market history. He also shares his views on some growth names poised for growth if the current uptrend can remain intact.
Listen to the complete interview here.
Kate Stalter: I’m speaking today with Edward Hornstein of Edward Hornstein Capital Management. Ed, I know you’ve been doing some research into market cycles, so tell me a little bit about what you’ve found, and what that might mean for the markets, looking ahead.
Edward Hornstein: Sure, Kate. What I’ve done over the past few months is I’ve decided to take a look back in history.
The database I have goes back to 1900. What I’ve been doing is going back throughout the past 110 years or so of market history, with the belief that cycles repeat themselves.
Even though you’ve got machines and high frequency trading and things might move a little faster these days, there are still the human elements of fear and greed, and history generally rhymes and repeats itself.
So, I’ve gone back through 110 years of history, and what I’ve done is I’ve isolated four secular bull and bear markets. And what I mean by secular bull and bear are these are longer-term phases.
For example, from let’s say 2000 to now, 2011, the market has basically been flat. The Nasdaq is obviously is way off its high, but if you go look at the Dow and S&P ten years ago, it’s pretty much exactly where it was. And that might continue for a few more years. That’s known as a secular bear market.
Then you also get the secular bull markets. A good example of that would be 1982 to 2000. If you look at a chart of any major index for those 18 years, you have a giant bull market.
Sure, you have the 1987 crash and you have some mini-bear markets there, but pretty much the trend over those 16 to 18 years was up, and the trend now for the market is basically sideways. And that’s the difference between a secular bull and bear.
Also read: Why Wait Until Late October?In a secular bear market like we’re in, it basically allows the market to work off the excesses and the froth and the expensive evaluations from the prior secular bull.
So, what I’ve done is, I’ve gone through history and I’ve isolated the four secular bull and bear markets since 1900 that the market has witnessed. And I want to examine them with the idea that we are probably in the eleventh year of a secular bear market now that began in 2000.
I’ve gone through all the secular bear markets and I’ve looked at them, and I’ve looked inside those cycles—the mini bull and bear markets you get within those secular bears.
For example, if we talk about the secular bear now, from 2000 that’s still going on, we’re in a longer-term secular bear, but inside that you had mini bull and bear markets. We had the 2000 crash, otherwise known as the dot-com crash, which was a bear market lasting from 2000 to 2002, and we had a mini bull market from 2003 to 2007. We had another mini bear market from 2007 to 2009, and another smaller bull market from 2009 to most recently this spring.
So, inside the longer-term secular bear market, you get what I call mini bulls and bears, what some people call cyclical bears and cyclical bulls.
Then I wanted to go into those mini bulls and bears and further isolate and examine what they look like, with the idea being: Let me take a look at how these mini bulls and bears look in these secular bear markets, and kind of try to figure out what the most likely scenario is for the market here going forward.
The research has been very, very interesting. One interesting point I found is that generally in a longer-term secular bear market, the absolute low of that bear market is generally reached in the middle of the bear market.
For example, this secular bear that started in 2000 and is still going on, we saw so far the absolute low in 2008 when the market crashed. In the 1966 to 1982 secular bear, the absolute low was made in 1974, similarly eight years into that secular bear market.
So, if history is any guide, there’s a decent chance that we’ve probably seen the absolute lows for the market back in 2008. But what my research tells me is that for the next few years, there’s probably going to be a lot more of what we’ve seen, these up and down markets, these mini bulls and bears, and kind of a trendless market until we finally come out of the secular bear market.
Kate Stalter: Which certainly is consistent with a lot of the geopolitical and economic developments that have been occurring recently, and are forecast to occur for the foreseeable future.
Edward Hornstein: Absolutely. And it just goes hand in hand with a de-leveraging process that’s still going on. You’ve got the macro themes that you’ve discussed.
Eventually, these things will be put behind us, and we’ll have a brand new secular bull market, but the key thing for investors to remember is that during these periods, there are plenty of money-making opportunities.
Also read: 2 Cheap Ways to Ride the Shipping SurgeFor example, the market has been flat for ten or 11 years, but we had a great bull market from 2009 until recently, that may or may not be dead yet, and from 2003 to 2007 we had a big bull market.
What I wanted to see on my research was what do the bull markets in the secular bears look like, and how to they differ from the bull markets when you get an 18-year secular bull.
Kate Stalter: Let’s shift gears a little bit, given all of that, into what investors should be looking at, going into the fourth quarter of the year. As everyone knows, last week, the week of Monday, October 10, there were some strong rallies on the markets on optimism about Europe. What does your research show you we might expect looking ahead?
Edward Hornstein: Well, here’s the interesting question. I’ve just been debating it with myself every day. Generally, when you get these cyclical bulls and the longer secular bears, they generally—not always but a lot of the time—have three separate legs up.
So, if we examine the mini bull that began in 2009, we had our first giant leg from March 2009 to the summer of 2010. Then we had our first correction last summer, which was about a 16% to 18% correction. We then had a second thrust from about August/September 2010 until the spring of 2011, about April or May. And now we’ve been in a bearish period or a major correction since that time.
Now, if history is any guide, there’s a decent chance that as bad as the news is right now, and as ugly as a lot of the technicals look, that we could have a third leg up in this bull market that began in 2009. If that’s going to occur, you would probably want to see the lows that we hit last week hold. The market’s come up a little bit, volume’s been low, so I think it’s still a work in progress.
One thing I’m on the lookout for is to see some larger volume come into the market, and to see some breakouts with some leadership, which we really haven’t seen. That could show up at any time. So, if we’re using historical analysis, there’s a good chance that we might have a little bit more room in the cyclical bull that began in March 2009.
However, the converse of that is: If what we are seeing right now is not the second intermediate correction in the bull that began in 2009, but if in fact the bull ended in the spring and we’re just going to get a snap-back rally and we turn lower and break those lows, that would probably confirm that the bull ended in the spring and that we’re beginning another mini-bear market.
To be honest, the situation remains fluid. Based on history, it suggests that you could potentially have a third leg up here. I think something going for the market is that all the news is negative, sentiment is very bearish.
We’ve already corrected more than 20%, and a lot of individual stocks in areas have corrected 50%, 60%, or 70%. A lot of the financials and commodities have absolutely crashed.
So, if you get some good news out of Europe and some earnings are better than people expect, you might have a fourth-quarter rally here. The two keys will be:
to watch for volume to pick up in the indices, and…basically just monitor the new-high list every day. You want to see stocks breaking out into new highs, and you want to see that new high list growing every day. We’re not quite there yet, but I’m still hopeful in the weeks ahead we’ll get there.Kate Stalter: Give us some ideas of some names from your watch list, Ed. Stocks that are starting to meet some of the fundamental and technical criteria that you look for.
Edward Hornstein: Sure. Again, if we get another leg up here, it’s probably not going to be a new bull, so you’d probably see a lot of the old leaders that have led continue to lead. So, a bunch of these names are probably familiar to a lot of your subscribers and the MoneyShow investors.
Apple (AAPL) is a name that’s been going for a while. Everyone knows it, but it’s showing excellent relative strength. It’s only a few dollars off its 52-week high.
As old as this stock is and as long as it’s been going, they keep innovating and coming out with products that people want, and they grow their earnings. I think if you see another leg up here, Apple would probably be a go-to leader.
Also read: The Stock Nipping at Apple’s CoreAmazon (AMZN), I think is the same, and I’m just basically looking at stocks with superior fundamentals that have held up very well. The market came down 20%, and Amazon right now is sitting right off its 52-week high.
There are a few stocks that are a little bit newer. A company called RightNow Technologies (RNOW). They’re kind of a cloud play. They’re really growing their business very well and the stock has held up extremely well. Its relative strength has a new high ground, so that’s a stock I’m looking at.
Intuitive Surgical (ISRG) is another one. They make robotic devices for hospitals and doctors. The stock has really just been in a giant two-year, three-year base, and keeps hitting resistance at about $400.
If they report good earnings, and that stock makes a new high on big volume, that’s probably a company I’d be looking at.
Then, sector-wise, technology might be an area that could lead if we do get another leg up here. I’ve been noticing when the market came down and retested the August 9 lows, a lot of the semiconductor stocks and more of the tech stocks really only pulled back and didn’t come anywhere near their lows, and they seem to be showing excellent relative strength.
If you just look at the [Philadelphia Semiconductor] SOX index or the Semiconductor HOLDRS (SMH), you’ll see that a lot of these semiconductor stocks are coming up the right side of their bases. I think technology certainly could be a play here.
Lastly, there’s a bunch of names, but I will mention Ulta Salon Cosmetics (ULTA). The stock held up very well. It’s had a big run, but they’re really growing their business financially, and what they’re seeking to do is become the dominant company where women and even men get their personal needs and cosmetics in stores.
The trend used to be that when women would go to buy their make-up, they’d go to a department store. But, we’re seeing a little bit of a move away from that, to women going to buy cosmetics and make-up in actual specialty stores.
Ulta Salon is probably the leading store in that group. I think they have about 500 stores nationwide, and they want to double that and expand to about 1,000.
The business is growing really well. They’ve got an excellent management team there. The stock is sitting pretty close to a 52-week high, so if we get another leg up and that breaks out, I think that could provide some leadership for the market.
Kate Stalter: So, essentially, just to boil it down to what investors should be looking at next, Ed, before they jump in: It’s really continued market gains on heavy volume would be a confirmation signal?
Edward Hornstein: Yeah, it’s the old O’Neil follow-through day concept. We want to see a big move in one of the major indices, maybe 1% or 2%, on pretty big volume—bigger volume than the day before, the higher the better. That usually confirms that the institutions are coming back in and buying.
Once you get that, the next step is to look for stocks breaking out of bases. The thing I do every day, and I think it’s very easy for investors to do, is to just look at the new high list.
In a good market uptrend, you’ll start seeing the new high list expand, where maybe one day there’s 30 or 40 names, then there’s 70 or 80, all of a sudden you’ll start seeing 100 to 200 names every single day on the new high list.
I always say you can’t hide a bull market, so if we are going to get another leg up, and we’re not going to roll over here. You’ll start seeing that new high list expand substantially.

Source: http://www.forbes.com/sites/katestalter/2011/10/18/5-growth-names-if-the-rally-holds/

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RightNow Recognized as Leader by Gartner

http://finance.yahoo.com/news/RightNow-is-Recognized-as-a-bw-3758844640.html?x=0&.v=1

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CEO of RightNow Technologies on Bloomberg

http://www.rightnow.com/resource-videos.php?embedCode=JhanNyMjpnftYPRCEUm4OU-R3kkdesnf

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RightNow Tech Helps Companies Keep Customers Happy

By KEVIN HARLIN, INVESTOR’S BUSINESS DAILY Posted 08/24/2011 03:14 PM ET

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Consumers have choices today, and they know it.

If they think they got bad service from an online retailer, they can easily click over and complete the transaction with another. If a company’s website says one thing, and the call center operator says another, that business can expect an irate customer — or a lost sale.

RightNow Technologies’ (RNOW) suite of cloud-based customer relationship management software is supposed to make sure those things don’t happen.

“The end consumer is now in control,” Jeff Davison, chief financial officer of RightNow told investors at a conference this month. “The consumer is empowered and so that makes the customer experience just critical for these large companies to address.”

RightNow targets those large business-to-consumer operations in verticals such as retail, financial services and travel. Its CRM packages integrate website, live-chat, call centers and other customer points of contact to streamline communications and solve inevitable problems faster.

Streamlines Work

RightNow says its software saves Overstock.com (OSTK) $1 million a month by streamlining customer queries. It reduced by 25% the number of inbound customer emails at travel agent Orbitz (OWW). And it helped motorcycle aftermarket parts retailer J&P Cycles drive $100,000 in first-year sales from Facebook and other social media sites, while reducing customer support costs by $50,000 a year.

The last recession hammered the CRM market along with broader IT sector. But CRM spending rebounded, climbing 6.2% in 2010, to $16.5 billion globally, according to technology consulting firm IDC. That market is on track for 7.6% growth this year, to almost $18 billion. Between 2010 and 2015, IDC projects a 6.9% compounded annual growth rate for the overall CRM market.

But IDC thinks the customer service portion of the CRM market, where RightNow is focused, will grow slightly faster, at a 7.2% clip.

RightNow believes the addressable markets it covers total about $5 billion today, but could grow to $15 billion in three to five years as it expands offerings and companies modernize their interface with customers and clients.

RightNow’s CEO and founder, Greg Gianforte, first created Brightwork Development, a network management applications firm, in 1986. He sold that to network security firm McAfee in 1994 and stayed on to become that company’s vice president of North American sales, before creating the Bozeman, Mont.-based RightNow in 1997. He took it public in 2004.

Today, it has more than 1,000 employees in 18 offices around the globe and has five different data centers that host its cloud infrastructure.

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RightNow Announces Second Quarter 2011 Financial Results Company reports recurring revenue growth of 31%, and earnings per share ahead of guidance.

 Bozeman, Mont., July 27, 2011 RightNow (NASDAQ: RNOW) today announced results for the second quarter ended June 30, 2011. Second quarter 2011 financial highlights included: • Total revenue was $54.8 million, an increase of 26% over Q2 2010. • Recurring revenue was $45.4 million, an increase of 31% over Q2 2010. • GAAP diluted earnings per share was $0.01 and Non-GAAP diluted earnings per share was $0.15. A reconciliation of Non-GAAP measures can be found at the back of this release. • Non-GAAP operating margin was 11%, an increase of 200 basis points over Q2 2010. • Current software backlog was $152 million, an increase of 43% over Q2 2010. Total revenue was $54.8 million in the second quarter of 2011, compared to $43.5 million in the second quarter of 2010, reflecting a 26% increase. Recurring revenue in the second quarter of 2011 increased 31% to $45.4 million from $34.7 million in the second quarter of 2010. Net income in the second quarter of 2011 was $194,000 or $0.01 per diluted share, compared to net income of $1.4 million or $0.04 per diluted share in the second quarter of 2010. Non-GAAP net income in the second quarter of 2011 was $5.4 million, or $0.15 per diluted share, compared to non-GAAP net income of $3.2 million or $0.09 per diluted share, in the second quarter of 2010. “We executed well and delivered an outstanding second quarter with revenue and earnings ahead of guidance,” said Greg Gianforte, CEO and founder. “Our accelerating growth rate is allowing us to further expand our sales capacity and raise our expectations for recurring revenue growth in 2011. We continue to provide robust customer experience solutions with fast return on investment and innovative products that are easy to use, enabling us to deliver high value for our customers around the world. Market trends are creating a demand for RightNow CX and we believe we are well positioned to continue our momentum.”

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RightNow Technologies gets national attention, plans to expand locally

The Bozeman-based RightNow Technologies is working on a 25,000 square foot expansion to its Bozeman campus, and the new building is expected to accommodate 120 employees that will be hired over time, according to Greg Gianforte, the company’s CEO.

Gianforte said ground was broken Thursday on the new building, which will become the sixth that the online customer service company is renting in Bozeman.

That news comes as RightNow, Bozeman’s largest commercial employer and only publicly traded company, announced first quarter earnings that showed record growth and garnered national attention. Recently, Gianforte was interviewed on Fox Business and CNBC’s Squawk on the Street program, which provides news on major markets around the world.

RightNow serves nearly 2,000 organizations worldwide, including Match.com, Nike, Thule and Cabela’s. Its services include helping companies better answer customer questions and respond to any complaints or comments they may have.

Shares for the company were selling at $35 to $36 Friday. Wednesday, the company reported to Wall Street that its first quarter total revenue was a record $52.3 million, which is a 24 percent increase from last year.

Gianforte interviewed with the CNBC program on Thursday.

The program touted that RightNow beat financial analysts’ estimates that its earnings per share would be 8 centers. Rather, the company reported earnings per share of 10 cents. The program also noted that the company had a $1.4 million net income this quarter, which increased by 138 percent from the same time last year.

Gianforte talked about his business in front of a Lone Peak backdrop in interviews with CNBC and Fox Business. The Fox program called RightNow a “cloud computing powerhouse.” Cloud computing essentially means that the company’s services are delivered over the internet.

Wednesday, a Barrons.com blog noted that RightNow shares were flat although it had reported better than expected earnings for the first quarter. It also pointed out that cloud computing and customer relationship management are crowded fields and RightNow has larger competitors, such as Oracle and Salesforce.com.

But Gianforte said Oracle uses an outdated model, and said RightNow provides services faster and cheaper.

Friday, he added that RightNow had hired 86 employees in the first quarter, including 27 in Bozeman. He said the company’s new building will likely be completed in six to nine months.

source:

http://m.bozemandailychronicle.com/mobile/article_d7864ce4-7451-11e0-ab53-001cc4c03286.html

By CARLY FLANDRO, Chronicle Staff Writer | Posted: Monday, May 2, 2011 12:15 am
Carly Flandro can be reached at 582-2638 or cflandro@dailychronicle.com.

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Zero Contact Resolution: A Proactive Approach to Improving the Customer Experience

Contact centers have traditionally used first contact resolution (FCR) rates as a key performance metric. While FCR rates can be useful in assessing how well contact centers handle incoming requests, this is an internal process measure and does not provide an accurate view of how well a company is treating its customers. In fact, they can be quite misleading. By the time customers call or email a company, they’ve probably already visited a website, bounced around a phone system, or been confused by a product manual. As a result, what many companies view as FCR actually represents second, third or even fourth contact resolution. When customers have to reach out to a company multiple times to resolve an issue or obtain needed information, they are not happy.

To satisfy and retain customers, you can no longer rely solely on metrics such as FCR rates that measure your ability to react to your customers. You must adopt best practices that will enable you to anticipate customers’ needs and address potential issues before they contact you. You should strive for Zero Contact Resolution (ZCR). Organizations that embrace this proactive approach will substantially improve their customer experience, which translates into a distinct competitive advantage.

The Customer Experience: Higher Standards, Higher Stakes
The Internet and the global marketplace have dramatically altered the way companies and customers interact. Today’s consumers have access to unprecedented choice. With a click of the mouse, they can find another vendor offering a similar product at a comparable, or even lower, price. Switching to another vendor is easy and typically costs nothing.

Consumers’ expectations are also rising. If one company replies to a customer’s email within a few hours, he or she will soon expect others to do likewise. Whether customers have a positive experience with a competing company—or with a company in an entirely different market—does not matter. The impact on their expectations is the same. Companies are no longer compared only to others in the same industry—they are being compared to the very best organizations customers have ever encountered.

In addition, the Internet has empowered customers to more effectively communicate with each other. When today’s customers are disgruntled, they can immediately visit a number of websites to let millions of others know, doing serious damage to a company’s reputation and brand image. At the same time, the web can amplify positive “buzz” about organizations that deliver exceptional customer experiences.

When consumers have a vast range of choices, greater expectations, and can easily take their business elsewhere, a superior customer experience may be the most compelling reason that they do business with you. And it can be the single most powerful way to set your company apart from competitors. In fact, respondents in a recent study cited “outstanding service” as the number one reason they’d give more business to one company versus another—ahead of both “lowest price” and “best quality.”[1]

Zero Contact Resolution – The Ultimate Goal

Because the essence of ZCR is anticipating and addressing customers’ needs before customers reach out to you, ZCR can substantially improve the experience you provide to customers.

ZCR also reduces contact center costs, because it pre-empts phone and online workloads. But ZCR’s But ZCR’s true value derives from the way it improves customer satisfaction. When customers know you care about them—and when you provide them with benefits that are not likely to be duplicated by competitors—their loyalty increases and the chance of losing them decreases, even when they are offered incentives to switch.

Some way to achieve ZCR include:

Targeted outbound communication
Instead of waiting for customers to contact you, contact your customers to let them know about issues that may affect them. For example, if you discover a potential problem with a product, inform customers—before they discover it. This ZCR tactic can take the form of emails, bulletins or newsletters with customized content.

Event-driven communications
Specific events can create unique opportunities to inform and engage with customers. For example, an airline may need to alert customers when bad weather threatens to disrupt travel plans. Shortly after customers purchase certain items, you can inform them of related accessories or service contracts. Less-than-positive experiences, such as late deliveries or malfunctioning products, can also trigger outreach, such as an apology.

Behavior-based communications
Close observation of customer behaviors may also lead you to reach out to customers. For example, if a frequent customer stops making purchases for several weeks, contact the customer to inquire about potential problems. If a customer’s buying volume suddenly jumps, let him or her know about special services for preferred customers.

Use feedback to drive product (or service) development
You can also achieve ZCR by using the insight you glean from various touch-points to ensure that your products and services closely align with your customers’ needs and wants. This approach can eliminate a wide range of complaints and significantly improve customer satisfaction. To do this, you must be able to capture and analyze customer information to provide your product managers with the reports they need to appropriately modify and enhance your company’s offerings.

By implementing a ZCR strategy, you’ll keep your customers happier—which means you’ll keep more of your customers. ZCR will also reduce workloads in the contact center by pre-empting a substantial volume of incoming customer communications—allowing you to spend more quality time with customers on issues that require special attention.

While direct contact with customers is always important, in todays highly competitive market ZCR can be a proactive strategy that will enhance the customer experience.

Posted in customer relationship management, Improving the Customer Experience, RightNow Technology, steve daines business | Tagged , | 1 Comment