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The hidden leadership skill you can ignite today - Schaefer Marketing Solutions: We Help Businesses {grow}

The hidden leadership skill you can ignite today - Schaefer Marketing Solutions: We Help Businesses {grow} | Customer Service and Experience ... Making a Difference | Scoop.it
A story of a business lesson and a business skill you can use to ignite your business today
Mike Schoultz's insight:

If you display consistent passion and enthusiasm, everything else will follow.

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My Best Examples of Customer Experience Stories

My Best Examples of Customer Experience Stories | Customer Service and Experience ... Making a Difference | Scoop.it
Do you consider examples of customer experience as marketing? Consider this, if done well, do you think it could create things for customers to talk about?
Mike Schoultz's insight:

This is a very simple concept, eh? But how many of us put such a thing into practice with our own people? Sit down today with your employees. Start building your employee empowerment culture today.

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A Story of Terrible Verizon Customer Service

A Story of Terrible Verizon Customer Service | Customer Service and Experience ... Making a Difference | Scoop.it
Do you pay more attention to what brands do than what they say they will do? Here is a terrible Verizon customer service story that I recently experienced.
Mike Schoultz's insight:
Here are two questions:

Does Verizon listen to customer feedback on social media? Do they care what customers think?

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7 Ways to Create a Customer Service Evangelist Business

7 Ways to Create a Customer Service Evangelist Business | Customer Service and Experience ... Making a Difference | Scoop.it
How often, as a customer, do you experience a memorable WOW customer service? If it is often, would you consider yourself a customer service evangelist?
Mike Schoultz's insight:

Gartner predicts that by 2020, the customers will manage 85% of the relationship with a business without interacting with anyone in the business. Are you getting ready?

 

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Brevard Liquor Stores … How to Compete With Total Wine

Brevard Liquor Stores … How to Compete With Total Wine | Customer Service and Experience ... Making a Difference | Scoop.it
If you run a liquor store in Brevard county, you are probably nervous about the future. We understand that nervousness. Know how to compete effevtively?
Mike Schoultz's insight:

Failure is not a problem. Slow failure is a problem.

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How You Can Apply Disneys WOW Customer Experiences

How You Can Apply Disneys WOW Customer Experiences | Customer Service and Experience ... Making a Difference | Scoop.it
Have you been to Disney World in Florida? Lots of businesses apply Disneys WOW customer experiences and operations with great success. How about you?
Mike Schoultz's insight:

Companies that are proactively managing all elements of their customer experiences are most successful in achieving customer loyalty.

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10 Ways to Assure Customers for Relationships and Trust

10 Ways to Assure Customers for Relationships and Trust | Customer Service and Experience ... Making a Difference | Scoop.it
How you make customers feel is the most important factor …hands down. Like making new friends. Assure customers that you are who you say you are is key.
Mike Schoultz's insight:

Take the time and effort to assure your customers, you’re reminding them they made the right choice.

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10 Customer Influencers to Learn From Today

10 Customer Influencers to Learn From Today | Customer Service and Experience ... Making a Difference | Scoop.it
Understanding what influences customers to buy your products and services is not simple, is it? Put customer influencers to work to learn from customers.
Mike Schoultz's insight:

We can truly understand customer influencers only in contrast to other insights.

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Create a Plan to Improve Your Employee Engagement

Create a Plan to Improve Your Employee Engagement | Customer Service and Experience ... Making a Difference | Scoop.it
Does your business pay attention for ways to improve your employee engagement? Like making the employees feel they are making a significant contribution?
Mike Schoultz's insight:

Employees that feel insignificant rarely make significant contribution.

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10 Building Blocks for Great Customer Engagement

10 Building Blocks for Great Customer Engagement | Customer Service and Experience ... Making a Difference | Scoop.it
Talking in front of crowds is a real art, isn’t it? Politicians do it. They personalize their performances and messages for great customer engagement.
Mike Schoultz's insight:

JetBlue recently launched a brilliant new ad campaign called “Air on the Side of Humanity”. Have you seen it? You might want to check it out. Great customer engagement.

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Little Things Count When Establishing Customer Relationships

Little Things Count When Establishing Customer Relationships | Customer Service and Experience ... Making a Difference | Scoop.it
What is the most important factor in establishing customer relationships? How you make customers feel is the most important … hands down in our opinion.
Mike Schoultz's insight:

REMEMBER, trust and credibility, the foundation of establishing customer relationships, take years to develop but can be lost in seconds.

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Be a Customer Focused Business by Consumer Engagement

Be a Customer Focused Business by Consumer Engagement | Customer Service and Experience ... Making a Difference | Scoop.it
What does customer focused mean to your company? Passion for helping customers? Serving customers? Improving consumer engagement would be our choice.
Mike Schoultz's insight:

Another example using games to engage customers.

 

It is a short quiz game to test your knowledge of The Finger Lakes region of New York state.1 Give it a try to see what you think. Click the GO at the bottom.

 

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Employee Traits That Will Disrupt Your Business

Employee Traits That Will Disrupt Your Business | Customer Service and Experience ... Making a Difference | Scoop.it
Watch out for the poor team players. One of many employee traits that are disruptive to your business. Have you had poor team players as your employees?
Mike Schoultz's insight:

Being colorful is one of many employee traits that may be disruptive.

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Is Walmart Customer Experience Failing Improvement Efforts?

Is Walmart Customer Experience Failing Improvement Efforts? | Customer Service and Experience ... Making a Difference | Scoop.it
Is your business focused on its customer experience? Many businesses are these days. Walmart is one of those. Is the Walmart customer experience failing?
Mike Schoultz's insight:

Here’s the thing: social isn’t just a new way of marketing, it’s really a new way of running a business. Many businesses certainly have figured this out and are using social marketing and improved customer experience to rapidly grow their business.

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Should a Business Send Customers to Competitors?

Should a Business Send Customers to Competitors? | Customer Service and Experience ... Making a Difference | Scoop.it
Would you, as a businessman, ever send customers to competitors? Consumers have you been told where to go for a purchase at another, different business?
Mike Schoultz's insight:

Have you implemented customer referrals to your competitors? If so, how’s it working for you? 

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Interview with Shep Hyken, Customer Service Author

Interview with Shep Hyken, Customer Service Author | Customer Service and Experience ... Making a Difference | Scoop.it
Today we have an interview with Shep Hyken, a customer service expert, professional speaker and bestselling author. Learning from others'experiences.
Mike Schoultz's insight:

Shep works with companies and organizations who want to build loyal relationships with their customers and employees. He has recently published a new book: Amaze Every Customer, Every Time.  I like to follow Shep because he shares so many great personal experiences. Such experiences are the best way I’ve found to learn.

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14 Tips to Own the Moment with Your Customers

14 Tips to Own the Moment with Your Customers | Customer Service and Experience ... Making a Difference | Scoop.it
What about you… do you like to smile? Like to be personable and make friends? Nobody owns the customer, but somebody will always own the moment. Your goal?
Mike Schoultz's insight:

These 14 tips on how to own the moment are not things that we do not already know, of course. 

 

Yet this list of little things simply reminds us of what we already know but may have forgotten. Then it is up to us to put these lessons (or reminders) into daily use through persistence and practice.

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Positive Attitude Is Priority 1 for Customer Engagement

Positive Attitude Is Priority 1 for Customer Engagement | Customer Service and Experience ... Making a Difference | Scoop.it
  The two most powerful things in existence: a kind word and a thoughtful gesture. - Ken Langone     The value of a positive attitude on customer engagement and relationship [...]
Mike Schoultz's insight:

 This is the time to create remarkable experiences in order to create lasting relationships with customers.  Lead with initiative … own the moment. Remember attitude is everything.

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Do You Know What Customers Really Want?

Do You Know What Customers Really Want? | Customer Service and Experience ... Making a Difference | Scoop.it
Do you know what customers really want? Is this a question you and your staff ask often? It’s a question we ask and yet often find so difficult to answer.
Mike Schoultz's insight:

The customer never buys what you think you sell.

-Peter Drucker

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Is Anticipating Problems More Effective Than Responding?

Is Anticipating Problems More Effective Than Responding? | Customer Service and Experience ... Making a Difference | Scoop.it
Service quality is the heart of customer service. And anticipating problems is really the key to customer care. So you are getting the right picture, right?
Mike Schoultz's insight:

The last interaction is the one that usually matters most. Can you win that one?

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Customer Service Design Requires Continuous Improvement

Customer Service Design Requires Continuous Improvement | Customer Service and Experience ... Making a Difference | Scoop.it
Finding customer service design processes to continually improve is not rocket science. Average or less customer service is the norm in many industries.
Mike Schoultz's insight:

Social isn’t just a new way of marketing, it’s a new way of doing business.

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Millifiori Customer Experience is Awesome Marketing

Millifiori Customer Experience is Awesome Marketing | Customer Service and Experience ... Making a Difference | Scoop.it
Small actions can be a big drain on customer experience. it is due to an lack of an explicit strategy. Certainly not with Millifiori customer experience.
Mike Schoultz's insight:

Millifiori Skin Care certainly appreciates how customer experience design has grown in importance of brand marketing and consumer influence.

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Dunn Tire Makes Customer Experience Design a Priority

Dunn Tire Makes Customer Experience Design a Priority | Customer Service and Experience ... Making a Difference | Scoop.it
Do you notice the customer experience you receive? Occasionally however customers make note of a customer experience design that far exceeds expectations.
Mike Schoultz's insight:

The Dunn Tire customer experience design certainly shows they appreciate the importance of customer experience, doesn’t it? It’s a culture they seem proud to stand behind.

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Customer Service Assumptions That Defeat Fantastic Service

Customer Service Assumptions That Defeat Fantastic Service | Customer Service and Experience ... Making a Difference | Scoop.it
So it is essential that you pay close attention to the customer service assumptions you are making. The wrong ones can damage your business in many ways.
Mike Schoultz's insight:

Proper customer service is often left as an after-thought, which is only dealt with when a customer issue arises. A bad assumption, isn’t it?

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How to Make Customer Care the Heart of Customer Service

How to Make Customer Care the Heart of Customer Service | Customer Service and Experience ... Making a Difference | Scoop.it
Feelings and emotions are the heart of customer service and customer care, yes? And social customer care is really the key to your marketing campaigns.
Mike Schoultz's insight:

Care is a commitment, not a one-off happenstance. And there’s no more important commitment than that which we make to our lifeblood—our customers.

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Whole Foods Customer Engagement Using Social Media

Whole Foods Customer Engagement Using Social Media | Customer Service and Experience ... Making a Difference | Scoop.it
Do you have a strategy for building customer relationships? Whole Foods customer engagement is the basis for a strategy of growing customer relationships.
Mike Schoultz's insight:

It is very simple. Remember this: social engagement is not about farming followers, it’s a way of cultivating relationships.

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