| By Business Wire |
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| December 8, 2009 06:47 PM EST |
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RightNow Technologies, Inc. (NASDAQ:RNOW):
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Who:
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Customer experience solution provider, RightNow Technologies
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What:
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Live webcast to hear Dave Carroll tell his remarkable story.
Carroll will be joined by Jason Mittelstaedt, RightNow’s
CMO and Bruce Temkin, vice president and principal analyst at
Forrester Research*, for a discussion on customer experience in
the age of the social web.
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When:
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December 10, 2009 – Please see specific international times below
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Why:
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Dave Carroll’s story shows the growing impact of bad customer
experiences.
In 2008, Carroll was flying United Airlines when a passenger
sitting next to the window exclaimed that baggage handlers were
“throwing guitars.” Carroll’s guitar was broken. He spent the next
nine months in a service maze pursuing compensation. Eventually,
United Airlines told him they were closing the incident and would
not respond to any further inquiries. Carroll then vowed to write
three songs about the experience and post
them on YouTube. He hit one million views with the first song
in the first week, and is at six and a half million views at last
count. A media frenzy ensued while United’s reputation took a
beating.
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Bruce Temkin, an expert in customer experience, will speak with Dave
about his experience and how he harnessed the power of the social
web to get United’s attention. Dave’s story is a perfect example of
today’s empowered consumer using social media to demand better
customer care.
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Details:
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Thursday, December 10, 2009
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11:00 am – 12:00 pm Pacific
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2:00 pm – 3:00 pm Eastern
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http://crm.rightnow.com/cgi-bin/rightnow.cfg/php/enduser/doc_serve.php?2=WCCRM-FORM-091210-United-NA
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2:00 pm – 3:00 pm London
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3:00 pm – 4:00 pm Paris
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http://crm.rightnow.com/cgi-bin/rightnow.cfg/php/enduser/doc_serve.php?2=UK-WCCRM-FORM-091210-United-UK
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About RightNow
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.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ
is a registered trademark of the NASDAQ Stock Market.
Keywords: RightNow, SaaS, Customer Experience, United Breaks Guitars
Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.
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