Greg Gianforte

Customer Experience Impact Report

To thrive in today's consumer-empowered environment, brands need to deliver the very best possible customer experiences when, where and how consumers want it. The...

Your Precious Time

As professionals one of the most precious assets we spend is our time, yet few of us are formally trained to be good stewards...

Do You Have a Customer Experience Title?

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...

Can Good Come from Bad? Yes, at United Airlines.

Can good come from bad?  The answer is yes at United Airlines. Many of you know about the media frenzy that followed Dave Carroll’s visit...

2009 Customer Visits

As many of you know, I do lots of 1-on-1 customer and prospect visits each year. Nothing substitutes for being at the coal...

Word of Mouth

Customer word of mouth (WOM) can build up or tear down your company. And today, with each consumer empowered with social networking loudspeakers...

Social Networking = Opportunity

In January, I wrote a blog about change creating opportunity, because I believe that massive change creates massive opportunity. Over the past few...

Social Networking ROI

In my previous blog I wrote that online communities have hard ROI associated with them and are logical first steps in any social strategy....

Innovation in Simplicity

Ongoing thoughts about innovation Innovation is a hot topic at RightNow and I was recently speaking with an employee about how she is thinking about...

RightNow Unveils CX

Steps to Social Success

In my last blog on social networking and success, I mentioned that this groundswell of consumer empowerment is creating an opportunity for organizations savvy...

On-Demand Helps Put the Customer in the Driver’s Seat: An Interview With RightNow’s Greg...

When Greg Gianforte started RightNow Technologies in 1998, on-demand was a simple way to get people to try the product. Now, on-demand has buzz,...

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