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Four Customer Stories Worth Binge-Watching

Daniel Foppen
CX Service Strategy

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!

Western Digital Delivers Service On the Customer's Terms in 16 Languages

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?

PSA Group Integrates Channels in One Platform

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?

D+M Changes Its Business with Oracle Service Cloud

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.

City of Fort Wayne Offers Excellent Citizen Engagement

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.




Join the discussion

Comments ( 12 )
  • Jess Thursday, December 14, 2017
    I have been wary of IOT in my personal life, as I often feel too connected in my work life, but D+M (and their amazing products) may convince me otherwise.
  • Luis Melo Friday, December 15, 2017
    I recently vented a bad #CX on Twitter, about a Holiday Inn hotel, during my stay. The tweet was picked up by the social media customer service team within the our, and after a few DMs explaining the situation they said it was going to be taken care of. That same night, when I got to the hotel, there was a note from the manager, apologising, offering to put me in a new/better room, etc. Amazing how a central Twitter/Social Media team can act so fast and have staff in a local hotel recover the client.
  • Daniel Foppen Friday, December 15, 2017
    @jess I feel the same. I guess too many ads served in facebook related to my gmail.com conversations or google searches. We need those vendors that understand that data can be put to use to offer a better experience rather than just targeted advertisement.
  • Daniel Foppen Friday, December 15, 2017
    @luis pretty amazing story! Thats how it should be! That said, I think nowadays customers are more and more expecting this right? The few good companies that started doing this right, have set the benchmark that now everyone has to follow.
  • Rhianna Albert - eVerge Tuesday, December 19, 2017
    I love the city of Fort Wayne story. 311 type stories are few and far between but it really highlights how Service Cloud can help cities and that public sector can be innovative as well.
  • Ivan Tuesday, December 19, 2017
    I share the same aim with the PSA group. Our main aim is to integrate all channels into one system. This will increase efficiency and reduce effort.
  • Daniel Foppen Wednesday, December 20, 2017
    @Rhianna It's a great story. They're a great role model for any city in the world!
  • Daniel Foppen Wednesday, December 20, 2017
    @Ivan Yup, that should be the goal! Would love to hear about your situation and your approach Ivan!
  • Lauren Wiedt Friday, December 29, 2017
    I wish my city could replace potholes so quickly! It's great to see the quantifiable improvements these companies have seen since implementing OSvC.
  • Ajay John Friday, January 19, 2018
    Love what Denon/Ft.Wayne is doing with Oracle Service Cloud. Truly innovate and making a difference.
  • Ammar Aldaffaie Tuesday, January 23, 2018
    Western Digital Delivers Service On the Customer's Terms in 16 Languages. I really love this and I'm a big user of their products and I always enjoy hearing about the ways they are using the OSC to provide knowledge to customers
  • Heiko Mock Friday, October 26, 2018
    If you are willing to serve your customer, you find out that you can also improve your services. Multi department companies with multi lingual customers have specific needs. Selecting the right vendor and product can help to improve CX and safe money.
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