Rick S Geiger

• 
  Call Center Demo and Conference West 2003 - [Cached Version]
  Published on: 4/16/2002    Last Visited: 4/2/2003  

  Speakers: Rick Geiger, VP, CRM, Electronic Arts; Terry Barrett, VP, Customer Support, BEA Systems

• 
  EA.COM Selects RightNow Web for Internet Customer... - [Cached Version]
  Published on: 7/24/2001    Last Visited: 7/25/2001  

  "Over the next two years, Electronic Arts expects to substantially expand its use of RightNow Web," said Rick Geiger, vice president of customer relationship management.
  
  "We chose RightNow Web because we're always seeking to improve our customers' experience and responsive support is critical," Geiger added."Our biggest challenge is integrating all of the input we get from various customer groups.The Metrics portion of RightNow Web, which captures immediate customer feedback, will help us continuously improve the quality and responsiveness of our online support."
  
  RightNow Web allows companies of all sizes to automate internal and external customer service to improve customer satisfaction and decrease support expenses.The award-winning suite offers self-service, email management, live chat and customer feedback surveys.
  
  ...
  Geiger said that EA.com tested RightNow Web on one of its most popular games, Ultima Online, a massive multiplayer online role-playing game that has more than 235,000 subscribers.The test proved so successful that EA.com will utilize RightNow Web to support gamers playing a variety of upcoming games at EA.com such as Majestic, and Air Warrior 3: Millennium Edition.
  
  "We've seen increased customer satisfaction since implementing RightNow Web," Geiger said."Gamers often become deeply immersed in their games in progress, making it critical for us to offer quick and effective answers to their questions.RightNow Web allows us to do just that."
  
  RightNow Web Reduces Amount of Incoming Customer Support InquiriesRightNow Web helps support professionals proactively reduce the amount of incoming telephone calls and support e-mails by helping visitors help themselves.RightNow Web operates under the principle that most support inquiries are repetitive in nature and can be predicted with great accuracy.

• 
  EA.COM Selects RightNow Web for Internet Customer... - [Cached Version]
  Published on: 7/24/2001    Last Visited: 7/25/2001  

  Over the next two years , Electronic Arts expects to substantially expand its use of RightNow Web , said Rick Geiger , vice president of customer relationship management.
  
  We chose RightNow Web because we're always seeking to improve our customers' experience and responsive support is critical , Geiger added.Our biggest challenge is integrating all of the input we get from various customer groups.The Metrics portion of RightNow Web , which captures immediate customer feedback , will help us continuously improve the quality and responsiveness of our online support..
  
  RightNow Web allows companies of all sizes to automate internal and external customer service to improve customer satisfaction and decrease support expenses.The award-winning suite offers self-service , email management , live chat and customer feedback surveys.
  
  ...
  Geiger said that EA.com tested RightNow Web on one of its most popular games , Ultima Online , a massive multiplayer online role-playing game that has more than 235 , 000 subscribers.The test proved so successful that EA.com will utilize RightNow Web to support gamers playing a variety of upcoming games at EA.com such as Majestic , and Air Warrior 3 : Millennium Edition.
  
  We've seen increased customer satisfaction since implementing RightNow Web , Geiger said.Gamers often become deeply immersed in their games in progress , making it critical for us to offer quick and effective answers to their questions.RightNow Web allows us to do just that..
  
  RightNow Web Reduces Amount of Incoming Customer Support InquiriesRightNow Web helps support professionals proactively reduce the amount of incoming telephone calls and support e-mails by helping visitors help themselves.RightNow Web operates under the principle that most support inquiries are repetitive in nature and can be predicted with great accuracy.

• 
  Harris Interactive | News Room - [Cached Version]
  Published on: 3/16/2000    Last Visited: 12/27/2001  

  "The enormous growth of the online retail industry is steadily increasing the need to support the critical customer management gap," said Rick Geiger, President of the Customer Relationship Management Division of Harris Interactive."getCUSTOM.com's unique product offering creates special customer relationship management needs.We are thrilled to have been selected by them to fill these needs and enhance our quality vision of customer relationship management."
  
  CRMD provides businesses and other organizations with leading-edge capabilities to understand and manage their relations with both current and prospective customers, 24 hours a day, 7 days a week.This is done in part via live Internet customer service, e-mail management and computerized inbound and outbound telephone programs.

• 
  Harris Interactive | News Room - [Cached Version]
  Published on: 10/7/1999    Last Visited: 12/22/2001  

  Rick GeigerHarris Interactive716.482.2210rickg@harrisinteractive.com
  
  HARRIS INTERACTIVE DIVISION RECEIVES ISO 9002 CERTIFICATION
  
  ISO 9002 Award Gives Seal Of Approval To Quality System
  
  Rochester, NY, October 7, 1999¾ The Harris Interactive Data Collection Services Market Research Group is proud to announce that it has achieved certification to the ISO 9002 Standard for Management Quality Systems.
  ...
  "The pursuit of ISO certification was a logical next step to be taken by the ‘production' arm of a company already well known and recognized for its dedication to quality," said Rick Geiger, Data Collection Services (DCS) Group President.
  
  Having seen the benefits of ISO in a manufacturing setting, Geiger stated, "I gave full support to the ISO initiative by ensuring that necessary human and financial resources are allocated."
  ...
  Rick Geiger further announced that BVQI-Bureau Veritas Quality International (N.A.) Inc., which has certified over 15,000 other companies around the world, was "chosen to partner with Harris Interactive Data Collection Services and will audit the quality system every six months."
  
  With ISO 9002 Certification, Harris Interactive's Data Collection Services Market Research Group will set the standard as a leader in quality and service.

• 
  Harris Interactive | News Room - [Cached Version]
  Published on: 10/7/1999    Last Visited: 11/2/2001  

  Rick GeigerHarris Interactive716.482.2210rickg@harrisinteractive.com
  
  HARRIS INTERACTIVE DIVISION RECEIVES ISO 9002 CERTIFICATION
  
  ISO 9002 Award Gives Seal Of Approval To Quality System.
  
  Rochester , NY , October 7 , 1999¾ The Harris Interactive Data Collection Services Market Research Group is proud to announce that it has achieved certification to the ISO 9002 Standard for Management Quality Systems.
  ...
  The pursuit of ISO certification was a logical next step to be taken by the ‘production' arm of a company already well known and recognized for its dedication to quality , said Rick Geiger , Data Collection Services Group President.
  
  Having seen the benefits of ISO in a manufacturing setting , Geiger stated , I gave full support to the ISO initiative by ensuring that necessary human and financial resources are allocated..
  ...
  Rick Geiger further announced that BVQI-Bureau Veritas Quality International Inc. , which has certified over 15 , 000 other companies around the world , was chosen to partner with Harris Interactive Data Collection Services and will audit the quality system every six months..
  
  With ISO 9002 Certification , Harris Interactive's Data Collection Services Market Research Group will set the standard as a leader in quality and service.

• 
  Harris Interactive | News Room - Harris Interactive... - [Cached Version]
  Last Visited: 6/24/2006  

  Rick GeigerHarris Interactive716.482.2210rickg@harrisinteractive.com
  ...
  "The pursuit of ISO certification was a logical next step to be taken by the ‘production' arm of a company already well known and recognized for its dedication to quality," said Rick Geiger, Data Collection Services (DCS) Group President.
  
  Having seen the benefits of ISO in a manufacturing setting, Geiger stated, "I gave full support to the ISO initiative by ensuring that necessary human and financial resources are allocated."
  ...
  Rick Geiger further announced that BVQI-Bureau Veritas Quality International (N.A.) Inc., which has certified over 15,000 other companies around the world, was "chosen to partner with Harris Interactive Data Collection Services and will audit the quality system every six months."

• 
  Link Page_Law Office of Rick S. Geiger LLC - [Cached Version]
  Published on: 2/8/2006    Last Visited: 5/29/2007  

  The Law Office of Rick S. Geiger (585-230-5511) Home Page

• 
  LivePerson, Inc. Investor Relations - [Cached Version]
  Published on: 7/7/1999    Last Visited: 9/13/2000  

  Harris Interactive selected LivePerson after an extensive review of real-time customer service providers, commented Rick Geiger, Vice President, Harris Interactive.LivePerson's easy-to-use interface, rapid implementation timetable and cost-effective approach to real-time sales and customer service made it the obvious choice.With no hardware or software to install and no special plug-ins required, LivePerson and Harris Interactive can readily offer this service to any and all web site owners..

• 
  Making the Right Moves With CRM - [Cached Version]
  Published on: 9/14/2002    Last Visited: 9/14/2002  

  says Rick Geiger, vice president of CRM, Electronic Arts."Especially when people are in character, they don't want to call and say 'My name is John Doe.' They want to say, 'I'm really Black Diamond.' It's part of the entertainment experience."
  
  When on-line customers need technical support or have other questions, they can initiate a text chat session or consult lists of frequently asked questions (FAQs) that they view alongside the game.From a customer's perspective, FAQs and text chats appear in a window in the same way as supplementary information for a Web page appears in an embedded browser.Electronic Arts developed proprietary apps that enable agents to provide on-line customers support for games.
  
  ...
  Geiger explains that Electronic Arts seeks to consolidate as much customer information as possible into one database.Using one app helps the company toward that end.
  
  Electronic Arts has largely succeeded in creating a master database with information about most of its customers.But the company also follows strict guidelines to respect customers' privacy.Geiger says agents never share information about customers within the company, or create user profiles about customers, without the customer's consent.
  
  Using the customer profiles that Electronic Arts receives permission to work with, the company develops new games and markets current products more effectively.So if the company wanted to see with whom a particular on-line game was most popular, it could check the geographic region and age group of the players who visit the Web site featuring that game most often.Electronic Arts could then create an e-mail marketing campaign targeting those customers to introduce similar games.
  
  To service customers in the US and worldwide, the company relies on multiple call centers with locations in Austin, TX; Las Vegas, NV; and the corporate headquarters in Redwood Shores, CA.A fourth center in India assists international customers.

Page:  1 2