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Guest Service
Insights on Customers and Service
Curated by James Schreier
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Beyond the Far Cliffs - Customer Service

Beyond the Far Cliffs - Customer Service | Guest Service | Scoop.it

We trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs.  Our major customer service clients have  included restaurants, theaters, and casinos.  Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.

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Here’s Why 2017 Might NOT Be The Best For Service

Here’s Why 2017 Might NOT Be The Best For Service | Guest Service | Scoop.it
Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what are their options? Technology, that’s it. Or is it?
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Getting and Keeping Customers: Learning a Lesson from Universities

Getting and Keeping Customers: Learning a Lesson from Universities | Guest Service | Scoop.it
A couple of years ago I was speaking at a conference for university facility managers and learned something new: most students make their decision to attend a school within the first hour of their visit to the campus.  I was interested in the topic both personally and professionally at the time, as both of my…
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How to Embed a Customer Experience Framework

How to Embed a Customer Experience Framework | Guest Service | Scoop.it
Does your organisation have a framework, structure or rigour in place to manage the Customer Experience?
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Creating Moments of Wow

Creating Moments of Wow | Guest Service | Scoop.it
Creating Moments of Wow Predictions for 2017 and Beyond Every company in every industry has the potential to create customer moments of wow. But,
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5 Ways Apple Proves They Really Care About Customer Service

5 Ways Apple Proves They Really Care About Customer Service | Guest Service | Scoop.it
There’s a reason why Apple is a leader in not only technology but customer service too.  They actually provide the vehicle(s) needed to service their customers’ needs.  It’s not based on what Apple wants but on what their customers’ need.
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The Amnesiac Customer and the Importance of Emotions

The Amnesiac Customer and the Importance of Emotions | Guest Service | Scoop.it
What customers remember and what they forget is of critical practical importance to every company. In theory, every customer touch is important. In reality, some touches are more important than others, while some might barely matter. Those experiences that affect the larger customer relationship are key.
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When a customer insulted a worker with autism, this restaurant owner had a spot-on response.

When a customer insulted a worker with autism, this restaurant owner had a spot-on response. | Guest Service | Scoop.it
This restaurant owner does business the right way.
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Cultural Change: 5 Ways to Empower Employees with Customer Insights

Cultural Change: 5 Ways to Empower Employees with Customer Insights | Guest Service | Scoop.it
“How can the CX team, typically one of the smallest departments in a company, truly influence the culture and mindset of the entire organization?”
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5 Ways to optimize customer experience in store and online

5 Ways to optimize customer experience in store and online | Guest Service | Scoop.it
What most seem to be missing is the crucial fact that omnichannel customers increasingly shop both online and in store. What consumers really want is a consistent experience with a retailer across channels, personalized on their terms. The future success is not about online versus stores, but finding better ways to integrate experience that creates enduring customer relationships across channels.
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Is Your Customer Service Legendary—or is it a Health Hazard?

Is Your Customer Service Legendary—or is it a Health Hazard? | Guest Service | Scoop.it
This guest post is from Ian Beeson, managing director of Blanchard International, Australia. Every interaction we have with a service provider leaves us with some sort of emotional response, from neutral and bland to deep anger and frustration at one extreme, joy and delight at the other. We’ve all felt the stress associated with a…
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7 Lessons Learned from CX Initiatives that Fell Flat

7 Lessons Learned from CX Initiatives that Fell Flat | Guest Service | Scoop.it
Here are seven customer service initiatives that needed improvement, along with the valuable lessons they generated for improving the customer
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10 Signs Your Customer Service (Probably) Sucks

10 Signs Your Customer Service (Probably) Sucks | Guest Service | Scoop.it
Nobody wants to be the “bearer” of bad news. And so, many businesses believe they’re constantly “WOWing” customers while the opposite is actually happening.
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A Year-End Customer Service Inventory: 5 Questions to Ponder

A Year-End Customer Service Inventory: 5 Questions to Ponder | Guest Service | Scoop.it
A Year End Customer Service Inventory: 5 Questions to Ponder
1.    Are we becoming more or less connected to individual customers?
2.    Have we automated routine customer service tasks
3.    Are we working to minimize point of dissatisfaction on the customer journey?
4.    Are competitors out-serving us?
5.    Does every customer feel appreciated?
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Lessons from the Upper Crust: How Domino’s Pizza Disrupted the Delivery Game and Became a Leader in Customer Delight

Lessons from the Upper Crust: How Domino’s Pizza Disrupted the Delivery Game and Became a Leader in Customer Delight | Guest Service | Scoop.it
A focus on customers is what happened – as well as the recognition that digital technology in its many forms is a key driver of virtually all customer experiences today.
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Satisfaction is Dead. NOT. It’s the Most Common Emotion in Great Customer Experiences

Satisfaction is Dead. NOT. It’s the Most Common Emotion in Great Customer Experiences | Guest Service | Scoop.it
I think most everyone would agree that making a emotional connection with a customer is a good thing — assuming it’s a positive emotion of course.

According to Forrester, emotionally engaged customers are three times more likely to repurchase, less price sensitive, less likely to shop around.
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Battling for the Hearts and Minds of Customers

Battling for the Hearts and Minds of Customers | Guest Service | Scoop.it
Most companies think about customer experience and loyalty in rational terms: How do customers rate our performance on these touchpoints? How do customers assess our work on various functional criteria? How do they evaluate the quality of the experience/product/service we provide?
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Service to Sales

Service to Sales | Guest Service | Scoop.it
Turning service interactions into sales opportunities How to design a customer-centric service to sales program Fliers, telemarketing calls, and
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Customer Experience Through the Eyes of a Child

You can do all of the planning and predicting you want around the customer experience, but if you don’t actually watch it in action and talk to customers as they experience it, you’ll miss out on valuable insight.
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How to Make Customer Experience a Priority for the Whole Company

How to Make Customer Experience a Priority for the Whole Company | Guest Service | Scoop.it
“Now it may sound obvious, but if an organisation aspires to have a customer centric culture, then it MUST make customer experience a priority for everyone. It is not exclusively the domain of the customer experience team; or marketing; or customer service. It is not a project or an initiative.
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THE BANK LET HER CHECK BOUNCE, SO THE GRANDMA WROTE THIS LETTER. HER ANSWER IS BRILLIANT!

THE BANK LET HER CHECK BOUNCE, SO THE GRANDMA WROTE THIS LETTER. HER ANSWER IS BRILLIANT! | Guest Service | Scoop.it
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How to give great customer service: The L.A.S.T. method

http://www.engvid.com/ Do you work in customer service? What do you do when your customer has a problem? In this video, I will teach you how to give grea
James Schreier's insight:

A classic formula.

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Customers Refuse To Tip Pizza Guy, Then Post Footage Just To Embarrass Him

Customers Refuse To Tip Pizza Guy, Then Post Footage Just To Embarrass Him | Guest Service | Scoop.it
Sometimes karma is the best revenge. Delivery guy Jarrid Tansy delivered pizza to a car dealership. The customers were rude to begin with, but when they handed Tansey $50 for their $42 (and change) bill, things took a turn for the worst. When they didn’t ask for change, Tansey thought the remaining $7 was hi
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How to Operationalize Your Customer Journey Map

How to Operationalize Your Customer Journey Map | Guest Service | Scoop.it
Customer Relationships - Clearly, developing a customer journey map is beneficial to your business. But how do you ensure that all of your work in mapping the customer journey will be properl
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Teen Waits On Sobbing Woman At Ice Cream Shop, Then She Asks To Speak To His Boss To Praise Him

Brenden McGee scored his very first after-school job at the age of 16. He had only been working at The Whitey’s Ice Cream shop in Moline, Illinois when his life took an unexpected turn. When a woman drove up to the drive-thru window, Brenden could immediately tell she was crying and upset. In fact, she could hardl
James Schreier's insight:

Interesting from several perspectives, but certainly from a guest service point of view.  From a different perspective, I actually know of a major restaurant chain whose "policy" would dictate terminating the employee -- maybe they've changed their policy!

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