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We like to talk about good customer service

We like to talk about good customer service | Guest Service | Scoop.it
We like to talk about good customer service: survey
News1130
A global survey from American Express has found 90 per cent of Canadians will log on to Facebook or Twitter to tell people about the great service we receive.
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Guest Service
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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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Seven Effective Practices For Preventing Customer Rage 

Seven Effective Practices For Preventing Customer Rage  | Guest Service | Scoop.it
“What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process.
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Automate or Humanize? The Great Customer Service Debate

Automate or Humanize? The Great Customer Service Debate | Guest Service | Scoop.it
Humans versus robots. This scenario is playing out across a widening swath of industries as businesses weigh the value of replacing human workers with automated and artificial intelligence systems. And while the human touch still has merit, business leaders are exploring more and more opportunities to increase efficiencies and cut costs with robots.
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Focus on Keeping Up with Your Customers, Not Your Competitors

Focus on Keeping Up with Your Customers, Not Your Competitors | Guest Service | Scoop.it
It’s the greatest challenge for companies going digital.
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Eight Tips for Running a Customer-Friendly Business

Eight Tips for Running a Customer-Friendly Business | Guest Service | Scoop.it
Customer Relationships - Your product or service cannot survive on its own. It needs backup in the form of strong customer support. The way you interact with your audience will determine ho
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Top 5 signs you’re doing a REAL Customer Experience Management (CXM) initiative

Top 5 signs you’re doing a REAL Customer Experience Management (CXM) initiative | Guest Service | Scoop.it
What does it really mean to do a “Customer Experience Management” (CXM) initiative? Theoretically, it could include anything because customer experience includes everything.

Identifying Critical Success Factors (CSFs) is a planning technique to focus on the important few things. If it’s truly “critical” and you don’t do it, you’re likely to fail.
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Companies Have More Work To Do To Deliver Great Customer Experiences

Companies Have More Work To Do To Deliver Great Customer Experiences | Guest Service | Scoop.it
It’s now abundantly clear that delivering outstanding experiences to existing and potential customers is critical for B2B competitive success. There’s a growing recognition among marketers and other company leaders that customer experience has become a new basis of competition for B2B companies.
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Market Research Is the Answer to 'Uberization' and the Customer Challenges of the 21st Century

Market Research Is the Answer to 'Uberization' and the Customer Challenges of the 21st Century | Guest Service | Scoop.it
Market Research - Customer behaviors are changing. Fast. Not keeping up is all too risky. The companies that really get their customers, like Apple and Amazon, are setting the standards—and the ba
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How did we ever forget about customer experience?

How did we ever forget about customer experience? | Guest Service | Scoop.it
Marketers are responsible for abominations such as the popup, spam email, clickbait, poorly targeted mass display ad campaigns and deceptive native advertising.
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Six customer journey mapping best practices

Six customer journey mapping best practices | Guest Service | Scoop.it
Many rely on customer journey mapping to provide the deeper insights required to deliver a consistent and enriching customer experience.
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5 stories of fantastic customer experience thanks to a human touch

A few weeks ago this story was featured on almost every news site and with good reason. As most of you know, Starbucks is a company that prides itself on its personal customer care. By writing down your name on your cup of coffee they form a personal bond between the barista and the customer.  (And if you think they’re writing down your name wrong on purpose, you’re probably right.)
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9 Proven Ways to Boost Customer Loyalty

9 Proven Ways to Boost Customer Loyalty | Guest Service | Scoop.it
One of the best kept secrets of highly successful eCommerce businesses that grow from zero to thousands in a short period of time is their ability to retain customers. Boosting customer loyalty (gett…
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Four Critical Components of Your Customer Journey Map

Four Critical Components of Your Customer Journey Map | Guest Service | Scoop.it
Customer Relationships - A customer journey map is a visual representation of the various interactions a buyer has with a business. Building that map from the outside-in—from the customer's perspective—requires a thorough understanding ...
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How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?

How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas? | Guest Service | Scoop.it
Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core tool in the armoury of the Customer Experience Professional.
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Plannng for 4 Types of Customer Experience

Plannng for 4 Types of Customer Experience | Guest Service | Scoop.it
Sooner or later every company encounters a situation that simply wasn't anticipated in advance. So when a customer's experience involves this kind of unforeseen event, especially if it is of great significance or importance to the customer, you want your employees to be willing and able to deal with it, even if it might mean overriding a standard practice, or making a judgment call on their own authority.
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An Excellent Customer Experience Practically Markets by Itself

An Excellent Customer Experience Practically Markets by Itself | Guest Service | Scoop.it
One of the many factors that affect success is customer experience.

Every contact point with your prospective customer is an opportunity to make an impression. Wasting that opportunity is inexcusable.

Focus on being the best
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Turning The Disney Way Into Your Way

Turning The Disney Way Into Your Way | Guest Service | Scoop.it
Bill Capodagli has nearly three decades of management consulting and corporate research expertise. Bill co-authored the best-selling business book, The Disney Way, 3E: Harnessing the Management Secrets of Disney in Your Company, now in its 3rd edition. The first edition was cited by Fortune magazine as “so useful you may whistle while you work.”
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The Symphony of Customer Experience

The Symphony of Customer Experience | Guest Service | Scoop.it
The customer experience journey that companies must take to accommodate today’s more digitally-aware and engaged customers now goes beyond the traditional approach of satisfaction surveys, call center guidelines, and social media presence. Media-savvy customers with an extended digital reach and a need for immediate answers are expecting and demanding more, and those older methods will no longer give marketers the insight they need to compete.
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Are Low Customer Service Standards Costing You Money?

Are Low Customer Service Standards Costing You Money? | Guest Service | Scoop.it
If your company is like most, you are always looking for ways to lower your costs and improve the bottom line. The challenge is to make sure your people serve customers at the highest level while keeping their eye on costs. But could your employees actually be costing you money? Let me give you an…
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Bribe Me With Amazing Service | CustomerThink

Bribe Me With Amazing Service | CustomerThink | Guest Service | Scoop.it
My automobile dealer wants my experience with them to be perfect. Really, they do! It turns out that the dealership is given a financial incentive by the automobile manufacturer to deliver excellent service. They are worried that if the dealership fails, then the next time I buy a car I may switch, not just to a different dealership, but to a different brand all together. Even though it’s not the manufacturer’s fault that the dealer gives me a bad customer service experience, the dealer’s problems reflect poorly on the brand.
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Top 10 Retail Banking Trends and Predictions for 2016

Top 10 Retail Banking Trends and Predictions for 2016 | Guest Service | Scoop.it

An annual retail banking forecast of trends compiled from 100 global financial services leaders and industry analysts.

James Schreier's insight:

Banking has always been a focal point for understanding various elements of guest service -- watching trends in this industry is valuable.

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Stop Being a Customer Experience Copycat 

Stop Being a Customer Experience Copycat  | Guest Service | Scoop.it
Starbucks. Riz-Carlton. Intuit. MasterCard. Lego. There’s no shortage of case studies showing us how big businesses still manage to create feelings of surprise and delight in their customers by doing small things—things that are nonetheless very personal and very meaningful.
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Domino’s – Taking A Giant Leap With CX Innovation

Domino’s – Taking A Giant Leap With CX Innovation | Guest Service | Scoop.it
In a highly competitive, commoditised market, Domino’s has been leading with innovation in Customer Experience. Domino’s has done Customer Experience right, not just at the edges at the customer interaction level, but across the value chain.
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Persistence: The Essential Characteristic of Customer Experience Leaders

Persistence: The Essential Characteristic of Customer Experience Leaders | Guest Service | Scoop.it
There are a number of things that comprise the characteristics of great Customer Centric leaders – courage; vision; passion; authenticity; humility; belief; are just some of them. I am sure you can think of more as well. There is no doubt that I could write about each one in turn! However, one further characteristic always springs to mind almost immediately when I am asked – I happen to think that it is perhaps the most important characteristic of all – the characteristic of PERSISTENCE.
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Three customer service techniques that would even please Restoration Hardware's CEO

Three customer service techniques that would even please Restoration Hardware's CEO | Guest Service | Scoop.it
Ecommerce is becoming the fuel that powers the retail industry.
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