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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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Hate Your Bank? This Big Bank Is Turning Around Customer Experience & Winning Loyalty

Hate Your Bank? This Big Bank Is Turning Around Customer Experience & Winning Loyalty | Guest Service | Scoop.it

Implement and manage major change initiatives,
sell staff on the value of improving customer experience and customer service,
change processes so that staff can actually deliver it. 
“Understand who you are and how you are different before you start talking about the customer experience,” advises Kelly.

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Savvy Marketers Reduce Decisions

Savvy Marketers Reduce Decisions | Guest Service | Scoop.it
Do you find yourself making more impulsive purchase decisions based on convenience and emotion? If so, you're not alone. Technology advances are making us inclined to make quick, gut-based decisions instead of well-rationalized decisions, according to Forrester Research analyst Shar VanBoskirk.
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Raving Fans vs. Fairweather Fans

Raving Fans vs. Fairweather Fans | Guest Service | Scoop.it
Are your customers raving fans or fairweather fans?

Given that it’s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys‘ 23rd annual Sports Fan Loyalty survey results a few days ago.

Brand Keys interviewed 250 self-declared fans in each baseball team’s area; insights from the interviews were designed to enable league and team management to identify improvement areas.
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The Animation of Customer Experience

The Animation of Customer Experience | Guest Service | Scoop.it
A chief character in the movie we call “customer service” is obviously the customer. But, since service involves the co-creation of an experience, the other chief character is the service provider. A customer without a service provider is just a person in search of a source for meeting a need; a service provider without a customer is a person or entity on the eve of bankruptcy! Animation is the collective spirit that serves as the energy for the service encounter.
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From one the brilliant minds in customer service.  And I 99% agree -- my only disagreement is that I'm "awed" by both Disney World and Cirque du Soleil.  And because Disney World as so many more "Moments of Truth" than someone has when they attend a "Cirque" performance, those contacts with Disney Cast Members just continue to astound me.

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Poor Service Experiences Flush Satisfaction Down the Drain

Poor Service Experiences Flush Satisfaction Down the Drain | Guest Service | Scoop.it
Consumers would rather clean their toilets than talk to customer service over the phone. What does this mean for the future of brand loyalty?
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Kiosks transform customer service

Kiosks transform customer service | Guest Service | Scoop.it
Germany's second-largest cinema chain deploys new omni-channel strategy. Customers benefit from new features, quick check-out process and an improved service concept.

Via Craig Allen Keefner
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Predictive Consumption Transforms Excellent Customer Service into Effortless Customer Service

Predictive Consumption Transforms Excellent Customer Service into Effortless Customer Service | Guest Service | Scoop.it
Here is a fascinating new and hot concept in customer service: Predictive Consumption.
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Teams Score with ‘Fan-Tastic’ Engagement

Teams Score with ‘Fan-Tastic’ Engagement | Guest Service | Scoop.it
Here’s how the Boston Red Sox, Cleveland Cavaliers, San Antonio Spurs, and Maple Leaf Sports and Entertainment are winning the loyalty of today’s interconnected fan.
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How to Stop Survey Score Addiction: Manage and Honor Customers as Assets

How to Stop Survey Score Addiction: Manage and Honor Customers as Assets | Guest Service | Scoop.it

Customers as Assets measure the impact of the end-to-end experience of your business on business growth. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Measuring customers as assets illuminates how customers voted with their feet to a) stay or leave, b) get more or less from you, c) bring others to you

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Turning your customers into a horde of zombie loyalists

Turning your customers into a horde of zombie loyalists | Guest Service | Scoop.it

Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue.

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5 Ways to Spread Creativity & Happiness Among Employees

5 Ways to Spread Creativity & Happiness Among Employees | Guest Service | Scoop.it
Figuring out how to elicit creativity in the workplace is a challenge that’s been facing employers for many years. There’s a fine balance between letting someone’s imagination run amok versus recognizing original and innovative thinkers who will come up with the best ideas to benefit your business. Finding employees with creativity is a good start, but you also need to know how to harness that power to everyone’s benefit. Here are five tips about how to let your employees’ creativity shine.
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The Sprinkles Approach to Innovating Service

The Sprinkles Approach to Innovating Service | Guest Service | Scoop.it

I am enjoying a love affair with sprinkles!! Not only is it the title of my newest book, it has opened up a fresh and vibrant world of novel ways to turn good service into really special service. It has provided a charming portal into the world of service ingenuity—the type that awes instead of wows; compels a customer story, not just coerces a customer’s return.

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Yes, Great Employee Engagement Can Turn Into Great Customer Service

Yes, Great Employee Engagement Can Turn Into Great Customer Service | Guest Service | Scoop.it
“You know what I always enjoyed, that I still think of a lot? When we would all get together as a family and how much laughter there was in the house. From our parents to all the kids and …
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What Does It Take To Close The Customer Experience Gap?

What Does It Take To Close The Customer Experience Gap? | Guest Service | Scoop.it
A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them are doing ok (not great) and haven’t improved much from the previous year.
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This Is What an Epic Customer Experience Fail Looks Like

This Is What an Epic Customer Experience Fail Looks Like | Guest Service | Scoop.it
Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have.
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Customers + Employees = People. People = Business. Why Business is all about People

Customers + Employees = People. People = Business. Why Business is all about People | Guest Service | Scoop.it

100% of customers are people. 100% of employees are people. If you don’t understand people, you don’t understand business

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The Recipe for The Melting Pot’s ‘Perfect Night Out’ Service Standards

The Recipe for The Melting Pot’s ‘Perfect Night Out’ Service Standards | Guest Service | Scoop.it
Studies show that customers today hit the road when they don’t like the human side of doing business with a company. At The Melting Pot, every employee takes careful aim at preventing such incidents from happening. They strive for service perfection, an overall attitude motivated by the company’s customer-centric core. 
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6 Must-Have Customer Engagement Tools for 2015

6 Must-Have Customer Engagement Tools for 2015 | Guest Service | Scoop.it
The explosion of marketing technology tools and software gives marketers innumerable opportunities to engage consumers and provide excellent customer experiences. In fact, 89 percent of marketers expect to compete primarily on the basis of customer experience by 2016, according to Gartner. But not all technology is equally useful and marketers must weigh the value of a point solution versus integrated versions.
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Effortless Customer Service: Part Two

Effortless Customer Service: Part Two | Guest Service | Scoop.it
Make It Easy For The Customer Recently I wrote about Effortless Customer Service and the concept of predictable consumption. Short of a product showing up on my doorstep when I need it, without havin…

Via Pantelis Chiotellis
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How Can eLearning Fix Bad Customer Service (Comcast) | eLearning Mind

How Can eLearning Fix Bad Customer Service (Comcast) | eLearning Mind | Guest Service | Scoop.it
The customer is always right.

Via EDTC@UTB
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Out of the Trenches, Into the Aisles: How Coke, Burberry Derive Devotion Digitally

Out of the Trenches, Into the Aisles: How Coke, Burberry Derive Devotion Digitally | Guest Service | Scoop.it
If colas and coats can claim one thing in common it is this: Two of the best-known makers of each are trying to transform the historic into meteoric through the clever use of digital marketing.
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Give the People What They Want: Customer Choice, Loyalty and Retention

Give the People What They Want: Customer Choice, Loyalty and Retention | Guest Service | Scoop.it
The consumerization of IT and the explosion of mobile devices have created significant expectations in the consumer’s mind. For instance, Strangeloop Networks reports that if a Web page takes longer than three seconds to load, 57 percent of mobile customers will leave the page. And according to MoPowered, 30 percent of customers abandon a transaction if the experience is not mobile-optimized.
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A Look Ahead at Personalization 2.0

A Look Ahead at Personalization 2.0 | Guest Service | Scoop.it
A personalized experience used to be as simple as greeting a customer by name, but as digital and physical experiences merge, the bar for meaningful customer experiences is rising. Companies like Amazon, Starbucks, and Netflix have trained consumers to expect a personalized experience from businesses. And companies that stick with generic messages and experiences risk throwing away money.
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Customer Service Debacle Resolution Teaches Valuable Business Lesson

Customer Service Debacle Resolution Teaches Valuable Business Lesson | Guest Service | Scoop.it
So, Intuit had to make a quick move. They did some things right to bring back many of their customers, which we can learn from.

They acknowledged the problem as they saw the customer comments.
They apologized for it. Very important whenever there is a mistake. This mistake was big enough that the CEO had to make a public apology, which sent a very positive message.
They fixed the problem by offering the refunds and upgrades.
They took accountability. The general manager and CEO’s message was clear that they were taking steps to right the wrong.
They did it quickly. Their fast reaction convinced many of the customers who were thinking of abandoning the software to stay.
James Schreier's insight:

Every successful customer (guest) service training program that I've been involved with has included a major component on dealing with customer dissatisfaction -- closely following exactly the model followed here by Intuit.

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Mobile Customer Engagement | Personalization

Mobile Customer Engagement | Personalization | Guest Service | Scoop.it
Understanding the mobile customer journey can enable companies to provide the types of personalized experiences that strengthen engagement and loyalty
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