I love customer stories. While all organizations face similar customer experience challenges, the way they solve these issues is unique. It’s inspiring to hear customers explain in their own words how they have differentiated themselves from their competitors, disrupted their industry, and created compelling customer experiences.
Without further ado, I present to you four of my favorite customer stories. So get comfortable, grab a bag of Doritos and start binge-watching. I would even go as far to say that these short customer videos are worth watching before Season 2 of Stranger Things!
Why I like this video: Western Digital makes thousands of products. I own a whole range of SanDisk drives and USB sticks myself. So how do they scale their service strategy to respond to hundreds of thousands of questions a day, in 16 different languages? Western Digital strives to serve their customers the way they want to be serviced - exactly how it should be!
Thing to look out for: Just how many questions does their self-service portal answer a day?
Why I like this video: PSA Group, Europe’s second largest car manufacturer, is a prime example of how to transition your customer service department from a cost-center to a profit-center. After decreasing customer service inefficiencies by 50%, PSA had to make a difficult choice. They could further invest in customer relationships, or let half of their service agents go. The result has had a dramatic impact on sales.
Thing to look out for: Wait, by how much did the hot leads increase?
Why I like this video: I am a big fan of the Denon (now under the Sound United brand) audio equipment that I have at home. A great sound experience is a great customer experience! What I find fascinating is how Sound United has aligned their service strategy to offer consistent experiences across very different customer demographics. In fact, their service department is so vital to the company, that it helps drive Sound United’s sales and marketing initiatives.
Thing to look out for: In the video, they explain how Oracle Service Cloud enables D+M (Sound United) to deliver proactive service. Fun fact: D+M won the 2016 Constellation Research Supernova Award for their innovative use of the Internet Of Things technology for customer service.
Why I like this video: I love seeing how a small city in Indiana goes to great lengths to offer an awesome citizen experience. From a mobile app and intuitive agent experiences, to a transparent scorecard that holds the city accountable to its citizens, great service experiences are not just for the big brands.
Thing to look out for: How long does it take them to fix a pothole in Fort Wayne? And by the way, Fort Wayne also won an award for their next generation customer experience!
I hope you enjoyed these customer videos as much as as I do! Stay tuned for the next edition of stories, coming soon.