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Doing Your Job Right: Captain Mike the Netflix Customer Service Rep Goes The Extra Mile

Doing Your Job Right: Captain Mike the Netflix Customer Service Rep Goes The Extra Mile | Guest Service | Scoop.it
This is the online chat interaction between Netflix customer service representative Cap't Mike and Netflix streaming user Lt. Norm. Obviously, Cap't Mike really went the extra mile.
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Wow -- great service example!

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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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The Bots are Coming! Will They Save Customer Service?

The Bots are Coming! Will They Save Customer Service? | Guest Service | Scoop.it
Putting all this together there are four main courses of action that business leaders need to pursue to gain both, effectiveness and efficiency in customer service, thus creating lasting positive customer experiences
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3 Unconventional Ways to Provide Stand Out Customer Service

3 Unconventional Ways to Provide Stand Out Customer Service | Guest Service | Scoop.it
3 surprising ways that you can provide incredible customer service. Monika Götzmann shares unconventional tactics to provide winning customer service.
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This Woman’s Facebook Message To Kroger Supermarket Has Gone Viral For A Great Reason

This Woman’s Facebook Message To Kroger Supermarket Has Gone Viral For A Great Reason | Guest Service | Scoop.it
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Are You Adding Value to Employees, So They Can Add Value to Customers?

Total Customer Value Management (and common sense) requires that you must also add value to the employees, and your partners (supply and delivery chain) and to society if you wish to add value to the Customer.
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Top 5 Customer Experience Trends For 2017

The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we’re hearing this will be the year when chat bots, virtual reality and voice search gain a permanent foothold in our world.
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Top 10 Leading Customer Experience Trends for 2017 

Top 10 Leading Customer Experience Trends for 2017  | Guest Service | Scoop.it
To stay competitive in the year ahead, it’s essential that you understand the most important trends.
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Customer Experience Starts by Ignoring Your Customer

Customer Experience Starts by Ignoring Your Customer | Guest Service | Scoop.it
Ignore your customers. Tracy Maylett says to develop your employee experience first to improve your customer service.
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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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5 Companies with Envy-Worthy Customer Experience

5 Companies with Envy-Worthy Customer Experience | Guest Service | Scoop.it
And it can be inspiring to see which ones are ahead of the field — across multiple business categories and verticals — so that we can learn what they’re doing right and follow their example on the way to true customer centricity.
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Do Your Customers Get a Standing Ovation?

Do Your Customers Get a Standing Ovation? | Guest Service | Scoop.it
If you want your customers to feel valued, give them a standing ovation. Chip Bell shares customer service techniques to wow.
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How Consumers and Businesses Are Evolving in Interaction and Engagement

How Consumers and Businesses Are Evolving in Interaction and Engagement | Guest Service | Scoop.it
Reaching today’s mobile customer is less about directly reaching them via a direct phone call and more about paying attention to the customer journey, where he or she is within that journey and what channel the customer prefers to use – be it live chat, email or social media messaging.
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Where Do Human Emotions Fit in the Customer Experience?

Just like people, few are liked or trusted. And among those, even fewer are able to transcend emotional barriers. So just like successful people – successful brands are able to capitalize on different customer motivators and cater directly to them.
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11 Tech Trends You Can Bet Your Customer Experience Budgets On, Today through 2020 

11 Tech Trends You Can Bet Your Customer Experience Budgets On, Today through 2020  | Guest Service | Scoop.it
Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow.
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The 7 Most Important Customer Service Stats for 2017

The 7 Most Important Customer Service Stats for 2017 | Guest Service | Scoop.it
Maturity of social customer engagement and the value of an effort-free customer experience may have been the two main driving forces behind the evolution of customer expectations in 2016. Today’s c…
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Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship | Guest Service | Scoop.it
Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.
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Why Your Organization's Purpose is Important to Your Culture

Why Your Organization's Purpose is Important to Your Culture | Guest Service | Scoop.it
As an example, a few years ago I was on a business trip in rural Connecticut. One morning, I went to my rental car and found it was not working. I had about a 20 minute drive and my meeting with a new client was starting in 30 minutes. I went to the front desk’s general manager (this was pre-Uber, obviously) and after making some calls, I was told that the closest taxi was 30 minutes away and the hotel shuttle was already out. Seeing my desperation, the general manager made the very unconventional move of calling the competitor hotel across the street to ask if its shuttle was available and if they would be willing to help out.
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Culture is clearly an important factor in successful guest service -- but the particularly story noted here is just the kind of examples I love hearing and sharing.

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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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