Guest Service
666 views | +0 today
Follow
 
Scooped by James Schreier
onto Guest Service
Scoop.it!

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...
more...
No comment yet.
Guest Service
Insights on Customers and Service
Curated by James Schreier
Your new post is loading...
Your new post is loading...
Scooped by James Schreier
Scoop.it!

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.

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

If customer satisfaction is not enough, how do we create fans?

If customer satisfaction is not enough, how do we create fans? | Guest Service | Scoop.it
Let’s look first at why customer satisfaction is not enough. Or certainly no longer enough.

Satisfaction used to be the standard. People used to be perfectly happy with ‘satisfied’. But something has changed. In fact, a number of things have changed.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Customer Experience and HR: It’s Time to Get Together

Customer Experience and HR: It’s Time to Get Together | Guest Service | Scoop.it
For companies that want to deliver a great customer experience, employee engagement is not optional. The good news is that recent Temkin Group research with 300 HR professionals uncovered some reasons to believe HR’s involvement in helping their companies become more customer centric is changing in the right direction
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

3 Smart Ways to Reach New Customers, According to a Marketing Expert

3 Smart Ways to Reach New Customers, According to a Marketing Expert | Guest Service | Scoop.it
Jeff Wiss has marketed software for Zendesk, MySQL and more.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

The Key to Great Customer Service: Collaboration | CustomerThink

The Key to Great Customer Service: Collaboration | CustomerThink | Guest Service | Scoop.it
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.  Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Implications of a Customer-Centric Strategy: 7 Takeaways | CustomerThink

Implications of a Customer-Centric Strategy: 7 Takeaways | CustomerThink | Guest Service | Scoop.it
In this fast-changing world of smart, increasingly demanding and dis-loyal customers and the ubiquitous digital devices they and we all enjoy, one thing is clear – the entire relationship between customers and the companies that wish to serve them has changed.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Cashier Is Crying When This Rich Mom Used Her As An Example For Failure. Then The Manager Came Up… – CREATIVE IDEAS

Cashier Is Crying When This Rich Mom Used Her As An Example For Failure. Then The Manager Came Up… – CREATIVE IDEAS | Guest Service | Scoop.it
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Little Things Can Make or Break the Consumer Experience

Little Things Can Make or Break the Consumer Experience | Guest Service | Scoop.it

Consider what a single second costs giants like Amazon and Google.

Amazon claims that a one-second slowdown on its pages could cost it $1.6 billion a year. Google has said that slowing pages even 4/10 of a second means losing 8 million searches per day plus all the revenue from its attendant ad messages.

In every interaction between a consumer and a brand, there are probably hundreds of opportunities to sabotage or advance the relationship.

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Hotel clerk goes above and beyond for elderly couple in need, gets thanked in an incredible way

Hotel clerk goes above and beyond for elderly couple in need, gets thanked in an incredible way | Guest Service | Scoop.it
There's a valuable lesson here.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Four Key Conversations to Help Your Customers Feel Welcome

Four Key Conversations to Help Your Customers Feel Welcome | Guest Service | Scoop.it
One of the perks of my job is that I get to travel to many fabulous places in this country and abroad. In my travels, I have experienced all types of customer service.  On a recent business trip to Iowa, I was told by the woman at the hotel front desk that the pizza at…
James Schreier's insight:

What a good (?) example of horrible customer service and the really easy -- and basic -- steps that should be obvious.

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Six Surprising Facts About Loyalty Programs

Six Surprising Facts About Loyalty Programs | Guest Service | Scoop.it
Customer Relationships - Is your customer loyalty program meeting consumer expectations? We recently conducted a study of North American consumers to find out what they felt about loyalty programs. The following insight
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

What Customer Loyalty Means in a Fear-of-Missing-Out World

What Customer Loyalty Means in a Fear-of-Missing-Out World | Guest Service | Scoop.it
Customer Relationships - Traditional customer loyalty programs aren't a good fit for today's fickle consumers. Check out these essentials for a modern customer loyalty program.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

3 Ways to Bust Through a Customer Satisfaction Plateau

3 Ways to Bust Through a Customer Satisfaction Plateau | Guest Service | Scoop.it

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?

The dreaded customer satisfaction (CSAT) plateau. It happens to every organization.

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

What We Learned From Collecting Every Customer Engagement and Loyalty Stat for Three Years

What We Learned From Collecting Every Customer Engagement and Loyalty Stat for Three Years | Guest Service | Scoop.it
We decided that one of the best ways we could assist this crowded industry is to become a hub of engagement and loyalty data from across the US.

So, for the last three years, we've tracked and recorded every publicly available piece of data we could find regarding customer engagement and loyalty. All of it can be found in what we call the Ultimate Collection of Loyalty Statistics.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Customer Value and Loyalty | CustomerThink

Customer Value and Loyalty | CustomerThink | Guest Service | Scoop.it
To add Customer Value one must be very clear about terminology. Loyalty is often used as a goal. What you should understand is that loyalty is not the same as love. Loyalty is not constant. In the Customer context it really means are we likely to retain the Customer for his next purchase or his next recommendation. A loyal Customer is only loyal at a point in time.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

QBQ! Customer Service Defined: When They Wait On The Porch For You!

QBQ! Customer Service Defined: When They Wait On The Porch For You! | Guest Service | Scoop.it
Great to know there are still people who care! At Zio's Italian Kitchen, server Jed goes the extra mile, providing outstanding customer service!
James Schreier's insight:

I publish, although I don't like it, when there's a horrible guest service story.  I love it when I can publish a story like this.  It reminds of a personal story from decades ago where a gentlemen just moving into his home, bought an air conditioner from me.  His family hadn't arrived yet and he was worried about installing in the window alone.  I simply said:  "My dinner break is at 5 -- if it's OK with you, I'll help you install it then."  Simple, easy, guest service!

more...
No comment yet.
Scooped by James Schreier
Scoop.it!

5 Ways to Cultivate Leadership Support for Customer Experience

5 Ways to Cultivate Leadership Support for Customer Experience | Guest Service | Scoop.it
Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational support, so here’s how to keep CX front-and-center in the busy lives of leadership teams and sponsors.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Automate or Humanize? The Great Customer Service Debate

Automate or Humanize? The Great Customer Service Debate | Guest Service | Scoop.it
Humans versus robots. This scenario is playing out across a widening swath of industries as businesses weigh the value of replacing human workers with automated and artificial intelligence systems. And while the human touch still has merit, business leaders are exploring more and more opportunities to increase efficiencies and cut costs with robots.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

She’s On Flight, Suddenly Plane Turns Around & Attendant Asks Her To Get Off. The Reason? WOW!

She’s On Flight, Suddenly Plane Turns Around & Attendant Asks Her To Get Off. The Reason? WOW! | Guest Service | Scoop.it
While finding out a passenger’s son was in a coma, Southwest Airlines did a pretty amazing thing.

Peggy Uhle who was ready to take-off out of Chicago, Illinois, heading to Columbus Ohio. But rather than take off, the plane suddenly turned around. It was now heading all the way back to the gate.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value? | Guest Service | Scoop.it
Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. and making a true emotional connection.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

This Guy Claims Sony 'Scammed' Him, Shares Customer Service Horror Story

This Guy Claims Sony 'Scammed' Him, Shares Customer Service Horror Story | Guest Service | Scoop.it
Hell hath no fury like a photographer/videographer scorned... by customer service. An alleged Sony Customer Service horror story has surfaced online this w
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Beyond Automation: The Downsides of Humanless Customer Service

Beyond Automation: The Downsides of Humanless Customer Service | Guest Service | Scoop.it
To say that customer service is important is an understatement. According to Parature’s Global Customer Service Report, 97% of consumers in the world find customer service very, or at least somewhat important in their choice of a brand.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

Five Critical Loyalty Program Mistakes You're Probably Making

Five Critical Loyalty Program Mistakes You're Probably Making | Guest Service | Scoop.it
For the average retailer or restaurant, 66% of sales come from the top quartile of customers. Regulars are the lifeblood of any growing business, which is why many businesses have turned to loyalty programs to identify, engage, and retain these loyalists.

When done right, loyalty programs can be hugely profitable for the business—a 5% increase in customer retention can result in an 80% increase in profitability.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

How to Capitalize on Customer Feedback: Three Loyalty-Boosting Steps

How to Capitalize on Customer Feedback: Three Loyalty-Boosting Steps | Guest Service | Scoop.it
Today, consumers want to provide helpful insight for the brands they interact with, but most companies are not taking advantage of customer feedback, even though it's in their interest to ask for input from their customers across multiple touch points.
more...
No comment yet.
Scooped by James Schreier
Scoop.it!

5 Fails by Angie’s List — Why “Soft Skills” are Key to Customer Service Success | CustomerThink

5 Fails by Angie’s List — Why “Soft Skills” are Key to Customer Service Success | CustomerThink | Guest Service | Scoop.it
One might think that a small company like Angie’s List (~$100 million/year) would outperform e-commerce giant Amazon.com (~100 Billion/year) on customer service. Sadly, no.
more...
No comment yet.