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Applying the Golden Rule to Customer Service

Applying the Golden Rule to Customer Service | Guest Service | Scoop.it
In an earlier post I referenced the golden rule—“Do unto others as you would have them do unto you”—and suggested when it comes to customer service, you need to move up to the platinum rule—“Do unt...
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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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Which airports offer the world's best customer service?

Which airports offer the world's best customer service? | Guest Service | Scoop.it
They might not all have fancy amenities like movie theaters and skating rinks, but these airports know how to treat their passengers right.

Via Paulo Gervasio
James Schreier's insight:

I find this fascinating -- perhaps because of the number of airports I visit.

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Why customer service and branding are the same thing

Why customer service and branding are the same thing | Guest Service | Scoop.it
If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
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Can Exceptional Customer Service Lead to Higher Conversions?

Can Exceptional Customer Service Lead to Higher Conversions? | Guest Service | Scoop.it
Are marketing and customer service really so distinct? These case studies aim to answer the question, "Can good customer service help increase conversions?"

Via Pantelis Chiotellis
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Pantelis Chiotellis's curator insight, February 5, 9:03 AM

Let’s say a product failed to help hundreds of businesses, but somehow increased conversions for a single site. That product now has enough proof to claim that it increases conversions.

Claims like that need to be taken with a grain of salt, just like the “helps lower cholesterol” banner you find on sugary cereals in the supermarket.

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Ten Best Practices For DIY Customer Service

Ten Best Practices For DIY Customer Service | Guest Service | Scoop.it
Today, more than ever, consumers are asking for and using Do-It-Yourself (DIY) customer service options. It’s a trend fueled by a perfect storm of mobile technology, 24/7/365 connection, and busy l…
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How to Engage Your Employees: A Step-by-Step Guide

How to Engage Your Employees: A Step-by-Step Guide | Guest Service | Scoop.it

Back in 2006, businesses were starting to understand the impact of disengagement on productivity, customer service, and profits. Gallup released a study revealing that a whopping 73 percent of employees were not engaged.


Today’s numbers are nearly identical. The latest Gallup engagement report shows that 70 percent of employees are not engaged. 

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Eliminate Customer Service Defects With Ritz-Carlton's Simple System

Eliminate Customer Service Defects With Ritz-Carlton's Simple System | Guest Service | Scoop.it
Mr. BIV is the playful acronym coined by The Ritz-Carlton Hotel Company to help them in their quest to win two Malcolm Baldrige National Quality Awards, a feat that no other service organization has ever pulled off.
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Scoping the Loyalty Landscape for 2015 and Beyond

Scoping the Loyalty Landscape for 2015 and Beyond | Guest Service | Scoop.it
Expansive and relatively unexplored, the loyalty landscape holds much promise in 2015.
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Customer Experience Strategy: Shared Vision

Customer Experience Strategy: Shared Vision | Guest Service | Scoop.it
If you’ve ever gone on an extended outing with several friends, you’re sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you’re going and why, how fast you’ll go and when you’ll pause and celebrate, and how you’ll decide things along the way. I’ve had both delightful and frustrating experiences on such outings, with the best outcomes from taking a bit of time up-front to figure it out together.
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Is Your Leadership Team Committed to Customer Centricity?

Is Your Leadership Team Committed to Customer Centricity? | Guest Service | Scoop.it
If you ask any CEO you are most likely to hear he or she is committed to building a customer centric culture. It is very common to find customers first’ in a company mission statement. You will hear customer service is a priority.
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Infographics by 1to1 Media

Infographics by 1to1 Media | Guest Service | Scoop.it
Welcome to 1to1 Media's infographics where we bring data visualization to the latest statistics around our monthly feature themes. Look out for a new infographic each month.
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Customer Champions | How to Become a Customer-Centric Leader in 2015

Customer Champions | How to Become a Customer-Centric Leader in 2015 | Guest Service | Scoop.it
Plenty of people can manage. But only a few can truly lead. The 2014 1to1 Media Customer Champions share insights on how they inspire and manage customer-focused organizations.
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The Workforce of the Future

The Workforce of the Future | Guest Service | Scoop.it
Future employees will rely upon collaboration, adaptability, and purpose to further personal and enterprisewide success.
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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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Rescooped by James Schreier from SEO Tips, Advice, Help
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Social Media Customer Service 101

Social Media Customer Service 101 | Guest Service | Scoop.it
Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?

Via Bonnie Burns
James Schreier's insight:

Very Interesting!

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Russ Merz, Ph.D.'s curator insight, February 22, 2:04 PM

How is your responsiveness to customers on social media impacting your business? Here are some #digital #customer service failures and fixes that might help. 

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Developing An Authentic Customer Service Style: A Requirement For Success In ...

Developing An Authentic Customer Service Style: A Requirement For Success In ... | Guest Service | Scoop.it
Developing an authentic customer service style is a requirement for success with customers in the new economy. Customers in today’s marketplace (including the enormous millennial generation, their Boomer parents and the GenX’ers in the middle) favor...
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7 Steps to Deliver Better Customer Experiences

7 Steps to Deliver Better Customer Experiences | Guest Service | Scoop.it
A surprising thing happened during a recent brainstorming session I led for a retail client.
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Challenges of Understanding the Customer Journey End-to-End

Challenges of Understanding the Customer Journey End-to-End | Guest Service | Scoop.it
Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends.

Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.
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Making Customer Service Everyone's Job

Making Customer Service Everyone's Job | Guest Service | Scoop.it
Culled from the 'has-this-ever-happened-to-you?' files: You dial an 800 number for product or service support and find yourself getting lost in the IVR tree. If you press zero, either the prompt doesn't work or you're informed that the wait time to speak with a live agent is seemingly longer than a trans-Atlantic flight. Undeterred, you decide to punch in a random number in the hope of connecting with someone - anyone - until you suddenly find yourself speaking with somebody who works in a back-
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Improve Your Customer Service With These Resolutions

Improve Your Customer Service With These Resolutions | Guest Service | Scoop.it
Increasingly, customer service is the standard by which companies are measured, and the service yo...
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How to Make your Customer Experience Flourish in 2015

How to Make your Customer Experience Flourish in 2015 | Guest Service | Scoop.it
As we welcome a new year, customer experiences are poised to play a decisive role in driving business strategies and revenue growth. The role of the chief customer officer is expanding as companies make greater investments in the customer experience. To serve the empowered customer, 2015 offers a fresh opportunity for businesses to better understand consumers and meet their expectations.So to kick off the new year, here's a glimpse at the strategies companies have in place to make their customer experiences flourish.
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‘Sweeping the steps of Customer Experience in 2014′ – out with the old and in with the new for 2015

‘Sweeping the steps of Customer Experience in 2014′ – out with the old and in with the new for 2015 | Guest Service | Scoop.it
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15 Customer Service Predictions for 2015 & Beyond

15 Customer Service Predictions for 2015 & Beyond | Guest Service | Scoop.it
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation.
James Schreier's insight:

“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow

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Exceptional customer care never goes out of style

Exceptional customer care never goes out of style | Guest Service | Scoop.it
While the root of customer service remains constant, providing exceptional customer care never goes out of style. Here are four trends that will impact the customer experience field throughout 2015.
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Forrester’s Top Trends For Customer Service In 2015

Forrester’s Top Trends For Customer Service In 2015 | Guest Service | Scoop.it

As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and preemptive at best, deeply personalized, and delivered with maximum productivity. Here are 6 top trends - out of a total of 10 - that I am keeping my eye on.

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Self-Service Won’t Win You Customers – Customer Service Will

Self-Service Won’t Win You Customers – Customer Service Will | Guest Service | Scoop.it
Customer empowerment is an important part of the overall customer experience, So why not simply let them help themselves?
James Schreier's insight:

A major challenge in today's world as more and more customers willingly move to online/automated services.

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