The DiJulius Group

JANUARY 3, 2022

The 3 Worst Customer Service Stories Last Year Hotel kicks out grandma & granddaughter at night, after they left a bad review The Baymont Inn & Suites called the police to remove a 63-year-old grandmother and her 6-year-old granddaughter after they responded to an email asking how their room was. CEO of Better.com fires 900.

2021 102

2021 Customer Service Hotels Article 102

Customer Bliss

APRIL 16, 2015

When you make decisions that respect and honor customers, you will earn their admiration; eventually even love. Then customers will begin to grow your business for you. “I When customers love you, they will. People are not bashful to tell stories about how they feel when they are treated well. caring nature.

Culture 204

Culture Loyalty Customers Customer Experience 204

ShepHyken

NOVEMBER 28, 2018

In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Or, maybe a customer might write an accolade letter. Back to your customers.

Social Media 125

Social Media Customer Service Training Customers Information 125

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. First of all, we are flattered that these customers contacted us. At this point, we accept their overstated stories as completely truthful. So are these current and potential customers. They may tell us overstated stories.

Workshop 142

Workshop Roadmap Customer Success Leadership 142

One Millimeter Mindset

JULY 31, 2019

What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? Do you know the story of what happens to clients, after that new contract lands in-house, for post-sale execution? Find out more about Babette’s professional story here.

Customer Retention 75

Customer Retention Workshop Sales Customers 75

Help Scout

MAY 14, 2021

When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality. For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible. We’re absolutely obsessed with customer success.”. But what does this actually mean?

2003 110

2003 Metrics Customers 2021 110

Help Scout

AUGUST 22, 2023

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential. Read the full article

Customer Service 105

Customer Service Article Customers 105

TechSee

JULY 2, 2019

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill. Using Augmented Reality annotations, agents provide visual guidance, helping customers by showing them the exact steps they need to take. Crisis averted.

Customer Service 104

Customer Service Contact Center B2C Customers 104

ShepHyken

FEBRUARY 27, 2023

Top Takeaways: Customer experience, including customer service, is marketing. Understand what your customers want and deliver consistently. Customers usually have many options. Every company has a story – what they are about, how they work, and what kind of experience their customers can expect of them.

Brands 62

Brands Customer Experience Social Media Definition 62

Experience Investigators by 360Connext

JUNE 30, 2016

The post Changing Customer Behavior: Your Brain Loves a Story appeared first on Customer Experience Consulting. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about […].

Consulting 173

Consulting Blog Customers Customer Experience 173

Customer Bliss

MAY 28, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And with this support, George and Mary Bailey become a part of the story of the Martini’s lives. This is our opportunity to understand and to craft memories that will earn our place in customers lives.

Chief Customer Officer 173

Chief Customer Officer Books Banking Connections 173

SurveySensum

JANUARY 8, 2021

As a company that is focused on improving the ways you help your customer, we reached out to our customers and community to collect some exceptional stories of customer experience. These are the stories of grit, determination, courage, and going above and beyond the call of duty. They now have a customer for LIFE.

2020 81

2020 Customer Experience Travel E Commerce 81

Help Scout

AUGUST 22, 2023

Your company may be sharing case studies, testimonials, and customer success stories — but are you doing it in a way that’s actually engaging? Read the full article

Article 52

Article Customer Success Customers Engagement 52

InMoment XI

JANUARY 13, 2022

As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business.

NPS 493

NPS Metrics Feedback Presentation 493

Customer Bliss

AUGUST 18, 2015

To enable a new state of customer listening, take these three actions: 1. Collect feedback from multiple sources to tell the comprehensive story of customers’ lives. Issues and opportunities will always be in reference to customers when they are presented by the stage of the experience. There is power in convergence.

Presentation 215

Presentation Reference Feedback Customers 215

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Customer Bliss

JANUARY 5, 2016

Customers desire a reliable experience. If you deliver a reliable experience, your customers and clients will desire to have it again. Within the 5-competency framework, Competency 4 (Experience Reliability & Innovation) builds the discipline to deliver reliability and earn customer desire. Click To Tweet. Conclusion.

Chief Customer Officer 133

Chief Customer Officer 2015 Social Media Innovation 133

Help Scout

SEPTEMBER 27, 2023

See how GrabCad uses Help Scout to create a memorable customer experience and build long-term relationships with nearly 4 million designers, engineers, and manufacturers. Read the full article

Article 52

Article Customers Customer Experience 52

Thematic

JUNE 9, 2022

Is your company getting the insights they need from customer feedback? It's about telling rich, powerful stories, and supporting them with data and insights to reinforce your message. Before you build anything, ask the following questions: Find out: Adapt your story: Who is the decision maker, and who are the influencers?

Feedback 62

Feedback Roadmap Insights Metrics 62

The DiJulius Group

JANUARY 15, 2023

Poor customer service knows no boundaries and happens across all industries. And in this technological age, bad CX stories abound online with customers eager to vent about their worst customer service experiences so that potential customers can make informed decisions. Read Full Article.

2022 52

2022 2023 Poor Customer Service Customer Service 52

Help Scout

AUGUST 22, 2023

Great customer service isn’t all about wow moments or heroic interventions. Here are 5 dull tales of excellent service delivered with flash through well-built systems. Read the full article

Customer Service 81

Customer Service Article Customers 81

Help Scout

AUGUST 22, 2023

Since becoming a Help Scout customer, Mixmax has scaled its support solution without compromising a human and personalized customer experience. Read the full article

Customers 52

Customers Article Customer Experience 52

Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. However, in this episode, we explore the lessons we can gain from the pain of three organization’s Customer Experience mistakes and avoid making the same ones. Key Ideas to Improve your Customer Experience.

Insights 103

Insights Customer Experience Consulting Financial 103

Help Scout

AUGUST 22, 2023

Since becoming a Help Scout customer, Senneca Holdings has scaled its support solution without compromising a human customer experience. Read the full article

Customers 52

Customers Article Customer Experience 52

Michel Falcon Experience

OCTOBER 19, 2016

But what about investing in customer service stories? You may have heard the saying, “Customer service is the new marketing.” The primary reason that people will refer your service or product, and why the media will cover your company, is because you have a story to tell. This Lego story is a perfect example.

Customer Service 144

Customer Service Reference ROI Hotels 144

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Keeping customers around for as long as possible to sell them as much as possible is a great aspiration, but as I’m sure you’re aware, it’s much easier said than done. Letting Customers Tell Success Stories.

Social Media 529

Social Media Customers Connections Customer Retention 529

InMoment XI

AUGUST 8, 2023

In the world of customer experience , surveys have been a reliable feedback-collecting source for decades. Use these tips to deliver excellent experiences for your customers while demonstrating that their voice is being heard! age, products held, customer tenure), and ultimately improved response rates. Make Surveys Shorter.

Net Promoter Score 580

Net Promoter Score Customer Service Representative Feedback Touchpoint 580

Help Scout

AUGUST 22, 2023

Since becoming a Help Scout customer, Threadless has scaled its support solution without compromising a human customer experience. Read the full article

Customers 52

Customers Article Customer Experience 52

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience). We’ve updated it for 2017.

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

CX Accelerator

JUNE 27, 2019

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals Association (CXPA) and shared how we’ve built a remarkable place to work at Rustici Software and how that leads to providing exceptional service to our customers. Even if you don’t pay us.

Culture 243

Culture Customers Customer Experience Professionals Blog 243

Brad Cleveland Blog

MAY 25, 2023

Few others had the ability to influence the thoughts and … Continue reading → The post From Troubadour to Catalyst: How Stories Drive Change in Customer Experience appeared first on Brad Cleveland. They were expected to know everything from noteworthy historical tales, to healing remedies, to court gossip.

Customer Experience 43

Customer Experience Customers Contact Center Call Center 43

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 86

Customer Service Banking 2019 2007 86

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. What’s my secret?

Customer Experience 95

Customer Experience Customer Service Workshop Net Promoter Score 95