10 Unforgettable Customer Service Stories
Help Scout
AUGUST 22, 2023
These 10 unforgettable customer service stories will inspire your team and demonstrate the case for going above + beyond for your customers. Read the full article
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Ford Versus Ferrari: A Lesson in Customer Experience?
ShepHyken
FEBRUARY 13, 2024
Functionality versus customer experience: Do they belong together? And here’s a story to make the point: Two guys are buying new cars. The Ferrari costs about $250,000 – 10 times more! And both dealerships – Ford and Ferrari – provide stellar customer service. The Ford costs about $25,000. The answer is simple.
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The Customer Is NOT Always Right – Again!
ShepHyken
OCTOBER 3, 2023
Whoever said “the customer is always right” didn’t hear this about this story. Fox News just posted an update to a 2021 story about a man arrested for pointing an AK-47 at an employee at a pizza shop in Knoxville, Tennessee. The short version of the story is this. It is this: The customer is NOT always right. …
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Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience?
Beyond Philosophy
DECEMBER 2, 2023
Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? Instead, AI should be a way to help employees pay more attention to the needs of customers. In this episode we explore the points made by Tom in his video along with our take on AI and Customer Experiences. How can we help?
The Top 3 Ways to Forecast for Your Contact Center
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Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting. It can be difficult to schedule the right amount of agents at the right time.
Act Like an Owner – Revisited!
ShepHyken
APRIL 25, 2023
One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. I love this story for two reasons.
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Unleash The Power of Your Employees and Watch Your Business Thrive on Your Path to Rock-Solid Employee Engagement & Development
CCNG
NOVEMBER 22, 2023
However, not all employees will be recognized, which means that the company risks higher attrition levels, loss of customer satisfaction and loss of profit. Engaged employees increase productivity by 14%, increase customer ratings by 10%, increase sales by 18%, increase profitability by 23%, and increase organizational participation by 13%.
A Lofty Goal: Earth’s Most Customer-Centric Company
ShepHyken
DECEMBER 19, 2023
If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. For now, you can guess. Cindy, from my office, had a customer service issue. This is a perfect example of the modern customer support experience.
Ridiculous Interpretation of Rules
ShepHyken
JUNE 3, 2020
This is one of those unbelievable customer service stories that borders on the ridiculous. I responded, “I’ll have exactly what that customer in front of me just ordered.” The employee looked up at the clock and said, “Breakfast is not served after 10:30.”. Could it be 10:31, one minute after?
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How perception plays a critical role in building a great Customer Experience
Beyond Philosophy
AUGUST 5, 2023
However, the customer surveys do not paint delivery with that brush at all. The internal organization has one perception of performance, the customers have another. 10:24 Ryan ignores Colin’s request to get practical by exploring a very heady and philosophical example, Plato’s Allegory of the Cave.
The Power of Emotional Connection: Growing Your Business Through Strong Customer Experience
CCNG
JUNE 14, 2023
Think about the very best customer experience that you have ever had with a brand. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In today's competitive market, providing an outstanding customer experience is more important than ever.
In The News: 3 Stories That Give Insight to Improving Your Customer Experience
Beyond Philosophy
JUNE 25, 2021
They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Story #1: The European Super League Creates a Super Big Backlash.
5 Top Customer Service Articles for the Week of June 3, 2019
ShepHyken
JUNE 3, 2019
Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Customers are getting survey fatigue.
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The Battle For Customer Attention: How To Come Out On Top
Beyond Philosophy
FEBRUARY 25, 2023
Moreover, you are competing for customers’ time. Joe Pine, author of The Experience Economy, writes about this battle for customer attention and how they evaluate time given to you in a recent article. To learn more about Beyond Philosophy’s Suite of Services Click here. Please tell us how we are doing!
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How to integrate Customer behavior into your journey maps to gain ROI
Beyond Philosophy
MAY 20, 2023
Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. Since customer’s feelings are challenging to itemize, many organizations tend to leave them off. Check it out here.
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Customer Service May Not Be Your First Priority, and That’s Okay
ShepHyken
AUGUST 7, 2019
The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call that lasted 10 hours and 43 minutes is one such legend. Customer service is not the first priority.
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35 Indicators that a Company Isn’t Customer-Centric
CX Accelerator
NOVEMBER 7, 2023
Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.
Top 5 Customer Service & CX Articles for Week of January 22, 2024
ShepHyken
JANUARY 21, 2024
Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !
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Would You Rather Go to the Dentist or Call Customer Support??
ShepHyken
AUGUST 4, 2021
Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.
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Learn how the time Customers wait reveals how internally focused you are
Beyond Philosophy
AUGUST 19, 2023
Waiting around for a customer experience is rarely a good thing. When customers are waiting for you, that’s usually a sign that not waiting would have been difficult or inconvenient (read: expensive) for your company. However, not valuing customers’ time is probably the most expensive mistake you can make.
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How to Break the Rules and Delight Customers
ShepHyken
MAY 10, 2023
There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.”
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The key to helping customers in a market that values empathy
Liveops
OCTOBER 11, 2018
Matching culture and language resolves customer needs faster. businesses offshoring their customer service began a couple of decades ago, the opportunity to cut costs was paramount. However, they came at the expense of deteriorating customer satisfaction. In other words, to deliver a consistent customer experience, a U.S.
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Would You Rather Go to the Dentist or Call Customer Support??
ShepHyken
AUGUST 4, 2021
Forty-eight percent of Americans would rather go to the dentist than call customer support. . It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.
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10 Customer Service Transformations That Can Overhaul Your Customer Experience
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience.
5 Top Customer Service Articles For the Week of December 11, 2017
ShepHyken
DECEMBER 11, 2017
Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. My Comment: It’s the time of year when we give gifts to the people we care most about, and for some of us that includes customers and people we work with.
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Would You Rather Clean a Toilet Than Call Customer Support??
ShepHyken
MAY 11, 2022
That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable? It’s important to note that not all customer support calls go this way.
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5 Top Customer Service Articles of the Week 7-12-2021
ShepHyken
JULY 12, 2021
Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Customer Service Competency Class Now a Requirement for Fordham Admission by Isabella Scipioni.
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5 Top Customer Service Articles For the Week of March 26, 2018
ShepHyken
MARCH 26, 2018
Each week I read a number of customer service and customer experience articles from various resources. This is a story about how kind, little things can go a long way. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines.
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25 Conflict Resolution Strategies for Customer Service
Callminer
APRIL 30, 2020
Given the often-hectic nature of call-based customer support, it is not at all uncommon for conflicts to arise with confused or otherwise frustrated customers. The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. Be sure to apologize.
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Top 10 Customer Service Acronyms to Use Every Day
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. S atisfy – Make it right.
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The 3 Essential Customer Service Skills (and How to Grow Them)
Toister Performance Solutions
AUGUST 10, 2023
You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport Skills Building rapport is the process of getting customers to know, like, and trust you. Why is rapport essential?
McDonald’s Hot Coffee Case and the Customer Experience
Steve DiGioia
JANUARY 18, 2021
And how does this affect the customer experience? Here is the back story…. The McDonald’s Hot Coffee Case and the Customer Experience. “In McDonald’s admitted it had known about the risk of serious burns from its scalding hot coffee for more than 10 years. How Was My McDonald’s Customer Experience?
5 rules for a highly successful customer experience implementation with amazing ROI! – A case study
Beyond Philosophy
SEPTEMBER 8, 2022
The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. Implementation is everything in these success stories, and today I want to share the five rules for proven success with a CX implementation. Discovering this definition required talking to the team.
The Big Fail: Why Are You Not Listening to the Voice of Your Product?
Beyond Philosophy
JANUARY 12, 2022
Or if your car could tell you that you need to take it in for transmission service? We discuss how the VoP can change how experiences occur in the future and why it should be a significant part of your customer strategy today. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.
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Bad Customer Service Rarely Results in Profitability
Beyond Philosophy
MARCH 2, 2020
We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.
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Facemasks, safety signs, and hand sanitizers won’t keep your customers
Bill Quiseng
OCTOBER 26, 2020
Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them.
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“That’s Not My Department” and 10 Other Phrases Customers Hate
ShepHyken
MARCH 14, 2018
You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” Then you’re transferred to someone else and the “game” of holding and telling your story starts all over again. Customers hate to be told they’re wrong. “I
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3 Reasons Why Successful Teams Earn Your Trust
Steve DiGioia
MARCH 20, 2023
“So, you’re telling me that THIS customer is more important than all the rest?” Here’s a story I brought up that happened to me. Each sales manager would touch on the key points of their customer’s requests, and I would explain the operational procedures on how we plan on servicing the event. Of course not.
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Using Science to Ensure your Price is Right
Beyond Philosophy
JUNE 5, 2021
However, like most things that have to do with customer behavior, it isn’t as simple as that. In this episode, we investigate pricing strategy and tactics that organizations use to inspire the customer behavior they want. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources.
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5 Top Customer Service Articles for the Week of September 24, 2018
ShepHyken
SEPTEMBER 24, 2018
Each week I read a number of customer service and customer experience articles from various resources. Customer Service: Where We Are and Where We Are Going by Fara Haron. My Comment: What does the future of customer service look like? Adding value is definitely part of customer service.
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CX Heroes: Amazing Customer Service Stories Worth Sharing
CX Global Media
JUNE 25, 2018
And what it’s about is celebrating those amazing stories and experiences that agents have delivered to other humans in the course of everyday business. And these are stories where they went well above and beyond and so I want to bring that back to life and we announce at the show at ICMI today. No longer is it on the QT.
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10 Years Ago, Customer Service Was Appreciated—Today, It’s Expected
ShepHyken
NOVEMBER 13, 2019
It wasn’t that long ago that you would go to a store, dine at a restaurant, do business with a vendor or call a customer support center and notice how good the customer service was. A great service experience stood out. Back then, the rock star company that was known for customer service was IBM.
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5 Top Customer Service Articles of the Week 12-27-2021
ShepHyken
DECEMBER 27, 2021
Each week I read many customer service and customer experience articles from various resources. 10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then move on with your life.
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ConvergeOne Sets the Industry Standard With a Net Promoter Score of 80
ConvergeOne
MARCH 10, 2022
ConvergeOne prides itself on providing exceptional experiences and creating value for our customers. We strive to form true partnerships, teaming with our customers to develop progressive solutions that connect people with purpose. The score is nearly double the IT services industry benchmark of 42, as reported by ClearlyRated.
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