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Customers Care More About a Line’s Length than How Fast It Moves

A word of caution to companies that pool their customers into one queue with multiple servers: In deciding whether to join a line, customers care a lot more about line length than number of servers. Even if it’s moving quickly, a long line can put customers off, according to a team led by Yina Lu of Columbia University. The team’s study of supermarket customers showed that a line of 10 people can have a large impact on purchases, and increasing the queue length from 10 to 15 customers would lead to a 10% drop in sales.


SOURCE: Measuring the Effect of Queues on Customer Purchases

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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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Better Online Customer Service

Better Online Customer Service | Guest Service | Scoop.it
Shopping online has soared in the past decade, and it doesn’t look like it’s about to slow down. Which means it’s time to amp up your online customer service. Since 2000, the number of internet…
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What We Have Here Is a Failure to Practice

What We Have Here Is a Failure to Practice | Guest Service | Scoop.it
"Take care of your customers and they’ll take care of you!" Outstanding organizations get this because people there practice PERSONAL ACCOUNTABILITY!
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Download PDF Be Our Guest Perfecting Art Customer Service

Download is available here: http://bit.ly/1GT70CD.
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Journey Maps: Not an Exercise in Futility

Journey Maps: Not an Exercise in Futility | Guest Service | Scoop.it
One of the arguments against journey mapping I often hear is that it’s an exercise in futility: You map. You put it on the wall. And nothing changes. To that I answer: “You’re doing it all wrong.”

You map because you need to understand the customer experience; you know that you cannot transform something you don’t understand. But understanding only gets you so far. You need to act on what you now know. It’s time to operationalize your maps. How?
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Customer Service Has To Be Everyone’s Business

Customer Service Has To Be Everyone’s Business | Guest Service | Scoop.it
Any single person in your company can make a positive or negative impression on a customer. And today, thanks to social media, that one impression can be multiplied, exponentially, within hours. “T...
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Using Fun as a Competitive Advantage

Using Fun as a Competitive Advantage | Guest Service | Scoop.it
“Win a FREE ride in a police car just by shoplifting from this store. Lucky winners can also get their name in the newspaper for all their family and friends to see. Won’t mom be so proud.”


We all enjoy humorous service experiences like the sign above in a retail store. But, what are the principles relevant to an organization that elects to use fun as a primary competitive advantage? Comic rules—what makes a joke work—can actually provide underpinings for fun as a competitive strategy. Let’s examine one comic line to illustrate:

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Five Steps to Uncovering the Real Customer Experience Journey

Five Steps to Uncovering the Real Customer Experience Journey | Guest Service | Scoop.it
Successfully delivering a good customer experience requires a comprehensive orchestration of a great many things. One of the most essential to the backbone of your CX program is a thorough understanding of the customer and his or her experience with your brand, people, product and service — a process popularly known as customer journey mapping.
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3 Lessons for Going from CX Leader to Laggard

3 Lessons for Going from CX Leader to Laggard | Guest Service | Scoop.it
Delivering great customer experiences is hard to do. If it was easy everyone would do it. Sustained success comes with patience, commitment and plenty of failure along the way. Making that commitment to deliver a superior customer experience can turn a laggard into a fierce competitor, or a failure into an industry leade
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New rules of customer engagement for Millennials

New rules of customer engagement for Millennials | Guest Service | Scoop.it
By 2030, 75 percent of the global workforce will be made up of millennials, those born somewhere between the 1980s and 2000s. By these numbers alone, it is imperative that companies realize that this generation has become the catalyst for the accelerated growth of technology in the world.

Millennials are the first generation to grow up immersed in an interactive, digital world. Using mobile and social technologies, immediately accessing data, ideas and inspiration and instantly communicating and collaborating is second nature for these digital natives. Companies should eagerly look for ways to embrace this generation’s knowledge of the digital world, as they have never known an environment that was not available at the touch of their fingertips.
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Customer Journey Maps – the Top 10 Requirements

Customer Journey Maps – the Top 10 Requirements | Guest Service | Scoop.it
Understanding your customer experience is the key to improving it, and the best way to find out what customers do, think, and feel while interacting with your company is by creating a customer journey map. This visual representation shows how a customer uses your product or service, or the decision-making process that turns a potential user into a customer.

But not all journey maps are created equal. There is no “standard map,” because there is no “standard” customer experience. The best maps are highly customized, documenting your customer’s journey, as it is today, through your customer’s eyes. This allows you to easily identify where to focus your resources in the future, and the most effective changes to implement.
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Mastering the Art of Simplified Customer Experiences

Mastering the Art of Simplified Customer Experiences | Guest Service | Scoop.it
Today's consumers are busier than ever and overwhelmed with choices. Therefore, simplifying the customer experience with frictionless service has become more than a perk—it's a key business strategy.
James Schreier's insight:


This clearly indicates my age -- but in my HS/College retailing days, I experienced how the Kodak "Instamatic" camera so beautifully illustrated this  -- simplified quick sales.

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Amazing insights from Amazon’s Customer Experience

Amazing insights from Amazon’s Customer Experience | Guest Service | Scoop.it
Several customer experience ratings have been carried out over the years, in unravelling the top CX companies. The annual Which report on customer service of 2013, saw a top 10 that comprised of Lush, John Lewis and Waitrose. Amazon was 9th with a customer service score of 79%. The Temkin customer experience ratings of 2014 rated Amazon a joint second with a score of 79%. These are a few reports that indicate a high customer experience rating for Amazon.
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Complainer Emptor! When Does Online Rage Become Unfair?

Complainer Emptor! When Does Online Rage Become Unfair? | Guest Service | Scoop.it
“Unfortunately, with all of that complaining, the implications of customer complaint behavior for organizations have been examined far less often. Yet, how an organization responds to a complaint can have a major impact on its customer’s post-complaint consumer behavior, from re-purchase intentions to likelihood to engage in word-of-mouth activities, and it may even affect the valance of the word-of-mouth message,” says Moshe Davidow, a professor at the University of Haifa, and a prominent researcher in corporate complaint resolution.
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2015's Customer Service Hall of Fame

2015's Customer Service Hall of Fame | Guest Service | Scoop.it
For the sixth consecutive year, this e-tail giant has topped the customer service Hall of Fame.
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Chick-Fil-A: a standard of excellence in customer service

This is a short video encompassing facts about Chick Fil A. They have a very high customer satisfaction rating and is a great example of a model guest service ...
James Schreier's insight:

One element I'm personally aware of on Chick Fil A -- they make extensive use of Marcus Buckingham's "strengths" materials.

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Make Your Customers Feel Like You Know Them (Without Being Creepy)

Make Your Customers Feel Like You Know Them (Without Being Creepy) | Guest Service | Scoop.it
Customer Relationships - Online customers come to you through different paths for myriad reasons. The clues they leave behind can help you get to know them and improve their experience, build their loyalty ...
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Forget BYOD – Bring Your Own Attitude (BYOA) Comes Pre-Installed in Service Professionals

Forget BYOD – Bring Your Own Attitude (BYOA) Comes Pre-Installed in Service Professionals | Guest Service | Scoop.it
So what is BYOA, and why does it have a place in today’s business world? There’s no questioning the fact that a great attitude is a fundamental, important and enduring asset for any employee to have in any business. And if you’re young, but come pre-wired with a great attitude as many do, then that can overcome lack of experience, company knowledge and other skills that can be learned as you progress.
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Do Your Customer Service Policies Show You Trust Your Employees? 5 Strategies to Consider

Do Your Customer Service Policies Show You Trust Your Employees? 5 Strategies to Consider | Guest Service | Scoop.it
I've got a pet peeve when it comes to customer service policies. It annoys me to no end when front-line employees have to get a manager's approval for even the simplest, low-dollar merchandise retu...
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New Data Show Lack of Leadership Commitment to Customer Centricity

New Data Show Lack of Leadership Commitment to Customer Centricity | Guest Service | Scoop.it
The Survey Says
When it comes to customer experience activities and commitment, leaders appear to be:
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“Other Than That, Mrs. Lincoln, How Was The Play?”

“Other Than That, Mrs. Lincoln, How Was The Play?” | Guest Service | Scoop.it
This is a brief discussion which will address the role of memory in customer experience, and particularly Kahneman’s “Peak-End Rule” as it pertains to emotions and their influence in judgment and decision-making. We’ll also take a look at how personalization impacts consumer emotions, memory, and marketplace behavior.
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Don't Fear the Competition; Proactively Kill It

Don't Fear the Competition; Proactively Kill It | Guest Service | Scoop.it
Competing with Amazon can be daunting. The company has a number of obvious advantages: scale, resources, aggressively low prices, cheap shipping, and a diverse product line.
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Lifetime Customer Value: Measuring Customer Service Performance

Lifetime Customer Value: Measuring Customer Service Performance | Guest Service | Scoop.it
Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and customer turnover would be zero.
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5 Customer Service Trends To Be Conscious Of In 2015

5 Customer Service Trends To Be Conscious Of In 2015 | Guest Service | Scoop.it
According to a 2013 American Express Service study, out of 1,620 consumers, 63 percent said they felt an increase in their heart rate when they thought about receiving great customer service.  Perha…
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