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Restaurant service: do women do it better?

Restaurant service: do women do it better? | Guest Service | Scoop.it
Restaurant service: do women do it better?
Telegraph.co.uk
But when the service is fabulous, the kind that makes you feel like a film star, then you'll have a brilliant time and probably return again – even if the food was so-so.
James Schreier's insight:

This is a question that's been debated for decades -- and probably will continue  to be...

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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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TGI Fridays takes a chance on 'endless' appetizers

TGI Fridays takes a chance on 'endless' appetizers | Guest Service | Scoop.it
USA TODAY TGI Fridays takes a chance on 'endless' appetizers USA TODAY Guests can choose one appetizer from a list of the the chain's most poplar starters — including loaded potato skins, boneless buffalo wings and mozzarella sticks — and receive...
James Schreier's insight:

Observing the "guest" response to this (now and long term) would be a smart thing to do.

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Are You Forgetting This Customer Service Basic?

Are You Forgetting This Customer Service Basic? | Guest Service | Scoop.it
Yesterday, I went to my favorite retail store to pick up a pair of silver hoop earrings for my friend's birthday.  While there, I saw a lot of little things that felt new and fresh.  I asked my usu...
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Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments

Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments | Guest Service | Scoop.it

One of the most rewarding parts of being a Customer Experience Investigator™  is when a client and I gather people from all departments of their organization to map the customer touchpoints.  We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a new perspective.

James Schreier's insight:

This is the classic "moments of truth" but it's a good explanation of the process and importance.

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The Age of the Customer: Prepare for the Moment of Relevance

The Age of the Customer: Prepare for the Moment of Relevance - Kindle edition by Jim Blasingame, Steve Forbes. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading The Age of the Customer: Prepare for the Moment of Relevance.
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Make Customers Want to Buy Offline

Make Customers Want to Buy Offline | Guest Service | Scoop.it
Showrooming, once a worry primarily for consumer electronics retailers, is expanding into markets we might have thought exempt.
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Three Social Customer Care Trends You Can’t Ignore

Three Social Customer Care Trends You Can’t Ignore | Guest Service | Scoop.it

Here’s a breakdown of three big trends revealed in the report. If your company serves its customers through social media, you'll want to know about these.

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The Mass Extinction of Loyal Customers

The Mass Extinction of Loyal Customers | Guest Service | Scoop.it

Do truly loyal customers actually exist? I argue the answer is no.

Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this:

James Schreier's insight:

This article should be causing anyone leading or managing customer (guest) service to do some serious thinking - strategic thinking.

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Why Silos Suck: Break Down Organizational Barriers for a Better Customer Experience

Why Silos Suck: Break Down Organizational Barriers for a Better Customer Experience | Guest Service | Scoop.it

Most large companies (and many that are mid-size or even small) have been struggling to overcome customer service and data silos for decades.


Sadly, this problem – in spite of it being widely recognized as one of the biggest barriers when it comes to delivering a consistent end-to-end customer experience – hasn’t gone away. And it won’t, until a true outside-in view of the experience from your customers perspective is used to see precisely where barriers and pain exist as they attempt to cross silos in an attempt to reach their goals, and changes are made as a result.

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Things That Customers Hate About Customer Service

Things That Customers Hate About Customer Service | Guest Service | Scoop.it

Business experts say that entrepreneurs should not sit around and wait for a bad customer experience to happen and THEN react. They must know about the customer support disasters, beforehand, so that they can do something for it.

James Schreier's insight:

In decades of customer service training, I've discovered (as have clients) that training for dealing with bad experiences is equally important (sometimes more than...) to training for the basics of good service.

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Customer Analytics and the Winning Element Behind Successful Service

Customer Analytics and the Winning Element Behind Successful Service | Guest Service | Scoop.it

Consumer data stands as an essential building block for creating a solid customer experience. With the constant influx of insight, companies now have the ability to tap into behavioral data, thereby using this information to boost relevance and segmentation. However, to succeed in this space, brands must implement strong analytics systems that allow the entire organization to take advantage of this insight and improve enterprisewide performance.

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Feelings and Emotional Underpinnings: What Are Their Real Implications in the B2B and B2C Customer Experience Journey?

Feelings and Emotional Underpinnings: What Are Their Real Implications in the B2B and B2C Customer Experience Journey? | Guest Service | Scoop.it

Customers, whether they are business-to-consumer or business-to-business, can have a range of perceptions about the tangible and intangible elements of their customer journey, and the individual, component elements of experience, or, indeed, a single transaction.  Underlying their positive, neutral, or negative perceptions, and the potential downstream actions they influence, are feelings and, even deeper, emotions.

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Your Product, Future and Employees: Three Customer Experience Pillars of Growth

Your Product, Future and Employees: Three Customer Experience Pillars of Growth | Guest Service | Scoop.it
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Without This One Ingredient, Your Company Culture Is Doomed

Without This One Ingredient, Your Company Culture Is Doomed | Guest Service | Scoop.it
Without This One Ingredient, Your Company Culture Is Doomed Forbes It's the way they exude attentiveness (to employees, to processes, to details, and, of course, to customers), uncanny peripheral vision and an “I'm everywhere at once but in a good...
James Schreier's insight:

Culture has been objectively demonstrated to have a huge impact on customer service efforts.

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Eclipse Bistro as fresh, exciting as always

Eclipse Bistro as fresh, exciting as always | Guest Service | Scoop.it
Eclipse Bistro as fresh, exciting as always
The News Journal
We strive, with one guest at a time, to offer a complete and rewarding hospitality experience." Carl Georigi said he tries to ... STORY: 'Cake Boss' visit brings customers to Bing's Bakery.
James Schreier's insight:

Nice specific example!

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Neuroscience, customer service and why we should always deliver and never over-promise

Neuroscience, customer service and why we should always deliver and never over-promise | Guest Service | Scoop.it

Today’s interview is with Dr. Jack Lewis, Managing Director and Founder of NeuroFormed and recent author, with best selling author and motivational speaker Adrian Webster, of Sort Your Brain out. Jack joins me today to talk about the book, what neuroscience can teach us about customer service and how customers make decisions.

James Schreier's insight:

Simply stated -- IMPORTANT!

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Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service

Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service | Guest Service | Scoop.it

What’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight integration of Amazon’s Mayday instant chat with someone who can help you do things on your phone 24x7.

James Schreier's insight:

Wondering what the possible implications are for this innovation (beyond just the "Fire") for customer service?  An "app"on a phone when someone is shopping at Target -- that calls up a "store adviser?"  Or??

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Mapping Out Employees’ Real-Time Roles and Responsibilities

Mapping Out Employees’ Real-Time Roles and Responsibilities | Guest Service | Scoop.it
Though real-time marketing and service aren’t new concepts, many organizations lack the defined roles necessary to maintain balance and meet demand.
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What Is The Future Role of Consumer Trust? |

What Is The Future Role of Consumer Trust? | | Guest Service | Scoop.it

Most would agree that trust is critical to establishing, building, and sustaining positive and value-based customer relationships. It is the connective tissue that holds customers, brands, and enterprises together; and, without trust, these connections would quickly dissolve.

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This is Probably a Good Time to Say That I Don’t Believe Robots Will Eat All the Jobs

This is Probably a Good Time to Say That I Don’t Believe Robots Will Eat All the Jobs | Guest Service | Scoop.it

One of the most interesting topics in modern times is the “robots eat all the jobs” thesis. It boils down to this: Computers can increasingly substitute for human labor, thus displacing jobs and creating unemployment. Your job, and every job, goes to a machine.

James Schreier's insight:

This is an interesting topic -- but also one that should really be prompting some serious strategic thinking/discussion in many organizations.

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Create Better Customer Outcomes through Journey Mapping Workshops

Create Better Customer Outcomes through Journey Mapping Workshops | Guest Service | Scoop.it

Call center managers have seen it before. Customers form an expectation from your sales channel or marketing literature, receive a different experience through operations, and then call your contact center where they may receive a third perspective.


It’s the setup for a rough call, and an even rougher customer experience. But it doesn’t have to be that way.


Great companies have found a way to create a consistent end-to-end experience. They align their silos, creating a consistent experience from start to finish. How do they do it?


Enter customer journey mapping.

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Customer Lifetime Value Prioritizes Customer Experience Management

Customer Lifetime Value Prioritizes Customer Experience Management | Guest Service | Scoop.it

Money talks. It motivates. It prioritizes. Money enables jobs and guides how we do them. So it only makes sense to allocate our efforts according to the source of money: customers. This is what customer lifetime value is about: giving the strongest voice in what gets done to customers who provide the greatest value to your company — and accordingly, creating the greatest value for them.

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19 Signs Customers Are Just Not That Into You

19 Signs Customers Are Just Not That Into You | Guest Service | Scoop.it

Have you ever wondered, where did all the customers go?

Gosh, let's hope not! But stick with me here. Do you constantly scratch your head about lost customers, wondering where they went and why? Is acquiring new customers becoming a challenge?

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Digital Self Service | The Results Are in: Efficiency Tops Personalization

Digital Self Service | The Results Are in: Efficiency Tops Personalization | Guest Service | Scoop.it
A new Google survey points to how most consumers value efficiency over personalization when contacting companies for support.
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Measuring Customer Experience One Step at a Time

Measuring Customer Experience One Step at a Time | Guest Service | Scoop.it

There are those who say you cannot measure customer experience. What they are saying is “hire me to improve customer experience but don’t ask me how it will impact your business with any hard numbers.”

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McDonalds and the 100 year old woman — a story of customer empathy, kindness & caring

McDonalds and the 100 year old woman — a story of customer empathy, kindness & caring | Guest Service | Scoop.it

I am sure you are finding this all very interesting, but what has this got to do with McDonalds and the subject of Customer Experience? 

James Schreier's insight:

What a wonderful story of customer service and well worth the introductory background material.

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