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Target Trains the Bull's-Eye on Customer Service

Target Trains the Bull's-Eye on Customer Service | Guest Service | Scoop.it
Amping up customer service in key departments like electronics is one way Target hopes to address the fast-growing showrooming trend, where in-store customers check out products, then go elsewhere to buy for less.
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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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Dylan’s Candy Bar takes a Bite out of Data Inefficiency

Dylan’s Candy Bar takes a Bite out of Data Inefficiency | Guest Service | Scoop.it
For other business leaders who are also exploring opportunities to enhance their companies' customer experiences, Stevens advises them to first focus on consolidating their customer data. "A lot of companies go with the best-in-class solutions for separate things and there's always something that gets lost in translation when you're integrating lots of systems," Stevens notes. "And so the most important piece of advice that I can give is to focus on creating one system of record."
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Use Data, Experiences to Create Lifetime Customers

Use Data, Experiences to Create Lifetime Customers | Guest Service | Scoop.it

Customer Relationships: Marketing Podcast - Lars Birkholm Petersen, author and global director of business optimization services at Sitecore, explains how brands can use data to create connected customer experiences across channels.

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It’s the Principles that count – 10 Ways to bring Customer Experience to Life

It’s the Principles that count – 10 Ways to bring Customer Experience to Life | Guest Service | Scoop.it
In an increasingly competitive business world, many organizations state loud and proud that customer experience is a key strategic initiative that promises great things for their customers.
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Social Media Customer Service: A 4-Step Approach to Keep Your Customer 99% Happy

Social media has been a platform for advertising and marketing for companies ever since it surfaced.

67% of consumers have used a company’s social media site for the same service they can get through phone or web site.

Since the majority of the public is now active on at least one social media site, the popularity of social media customer service — or simply put, “social care” — is getting higher each day.
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Financial Customer Experience

Financial Customer Experience | Guest Service | Scoop.it
For financial services brands, navigating the modern customer experience means retracing the consumer's footprints to fully understand where they've been and where they're going.  But when it comes to forging their own strategic paths, banks often encounter numerous roadblocks on their journeys toward customer experience optimization.
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Customer Experience Non-Trends for 2016 | CustomerThink

Customer Experience Non-Trends for 2016 | CustomerThink | Guest Service | Scoop.it
But in my view, such trend articles miss the bigger picture, which is that the important facts of the Customer Experience profession will be pretty much the same in 2016 as they were in 2015 and earlier years. These are the non-trends, the things that don’t change, and most of them are more important than the trends.

So here I present my Customer Experience Non-Trends for 2016. Not only are most of these non-trends more important to the average CX professional than the Trends, you can read these safe in the knowledge that in January 2017 I can just republish the same article with a different date.
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Five trends that will change consumer behaviour in 2016

Five trends that will change consumer behaviour in 2016 | Guest Service | Scoop.it
Commerce is changing rapidly, and it’s unlikely to slow down in 2016.
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Retail Customer Satisfaction

Retail Customer Satisfaction | Guest Service | Scoop.it
Foresee’s recent “FXI: 2015 Retail Edition” report explores how consumers interact with their favorite retailers to determine where these leaders lag and where they excel.
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6 Tech Trends That Are Transforming the Customer Experience

6 Tech Trends That Are Transforming the Customer Experience | Guest Service | Scoop.it
A snapshot look at technology that’s disrupting customer experiences and how companies can leverage these trends.
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The New Black: Top Customer Experience Predictions for 2016

The New Black: Top Customer Experience Predictions for 2016 | Guest Service | Scoop.it
As you look ahead to 2016, it’s a good time to ponder: what’s the “new black” for improving customer experience? The Beyond the Arc team decided to play the role of #stylespotter and share some of our predictions.
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Team Member Who Is a Manipulator?

Team Member Who Is a Manipulator? | Guest Service | Scoop.it
Dear Madeleine, I am a manager with a team member who is a manipulator. He uses people to get what he wants, especially if he knows his idea is unacceptable or not within the process. And he finds ways to get even with people who won’t go along. He also has the habit of saying…
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7 Lessons Star Wars Can Teach You About Customer Service

7 Lessons Star Wars Can Teach You About Customer Service | Guest Service | Scoop.it
With Star Wars: Episode VII – The Force Awakens set to debut in just a few days’ time, we couldn’t be more excited. The decades-old space saga is sure to send us on a new, fantastical adventure, complete with lessons on friendship, family and the Force (and of course, lightsaber duels).

In the midst of all this excitement, we realized that there were a few things we could learn from Star Wars about customer service. So now, we’re bringing insights from a galaxy far, far away a little closer to home.
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Southwest Airlines Gives Us Another Lesson in Customer Loyalty

Southwest Airlines Gives Us Another Lesson in Customer Loyalty | Guest Service | Scoop.it
This was an unexpected and amazing experience. What started out as a Moment of Misery™ turned into my favorite customer service experience: a Moment of Magic®.
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2016 Customer Service Trends: Empowering All Employees to Serve the Customer

2016 Customer Service Trends: Empowering All Employees to Serve the Customer | Guest Service | Scoop.it

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in ha…...

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The True Value of Customer Loyalty Programs [Infographic]

The True Value of Customer Loyalty Programs [Infographic] | Guest Service | Scoop.it
Customer Relationships - A whopping 75% of US companies with loyalty programs generate a return on investment. Here's a look at the myriad benefits of investing in a customer loyalty program.
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13 Ways To Calculate The True Cost of Customer Service

13 Ways To Calculate The True Cost of Customer Service | Guest Service | Scoop.it
You’ve heard the heady numbers.

For example, a 2014 NewVoiceMedia study revealed that U.S. businesses lose $41 billion per year due to poor customer service. You see that number and think, “Wow! Let’s get on this customer service thing!”

Your executives aren’t as excited. 
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Top 5 tech trends expected to disrupt customer service

Top 5 tech trends expected to disrupt customer service | Guest Service | Scoop.it
The Interactive Intelligence Group has shared its predictions for the five trends that will disrupt customer service in 2016. The Interactive Intelligence
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The 1 Thing You Should Be Doing to Improve Customer Experience Right Now

The 1 Thing You Should Be Doing to Improve Customer Experience Right Now | Guest Service | Scoop.it
With the explosion of mobile and digital technology, the balance of brand power today has shifted to consumers, who are now empowered to write, post, snap and share their experiences anywhere and at any time – in real-time – simply by whipping out a smart phone or tablet.

This tech phenomenon has turned millions of us into restaurant critics, travel journalists, product reviewers and consumer activists – sometimes all at once. Without a doubt, it’s now the customer’s world.
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Why Invest In Improving Customer Experience?

Why Invest In Improving Customer Experience? | Guest Service | Scoop.it
Customer experience is the key to winning customers’ hearts. The quality of the product, the fun website, the friendly customer service – all of these pieces come together to create an experience…
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One Customer Experience Tool That Will Get Significant Attention in 2016

One Customer Experience Tool That Will Get Significant Attention in 2016 | Guest Service | Scoop.it
Sometimes I get the feeling that people believe that everything in the future will happen online and all transactions will be automated without any or with very little human interaction. Success stories with self service solutions such as Taco Bell who recently in an Bloomberg article announced that orders made via their new digital app are 20% pricier than those taken by human cashiers or Chili’s, after installing self-service tablets, reported a similar increase in dessert orders, further influence this perception.
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Retail Customer Engagement

Retail Customer Engagement | Guest Service | Scoop.it
Customer engagement has become just as complicated as the customer journey itself, for there are many moving parts contained within every interaction.
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Rude Customer Mocks Bagger, But The Cashier Stuns Her When She Does THIS!

Rude Customer Mocks Bagger, But The Cashier Stuns Her When She Does THIS! | Guest Service | Scoop.it
The cashier just gave that lady a lesson in respect!
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Customer Experience in 2015 – 5 Key Learnings

Customer Experience in 2015 – 5 Key Learnings | Guest Service | Scoop.it

At either the beginning or the end of every year, I am usually asked a couple of standard questions. Question 1 is typically ‘what are the key learnings of the year just gone?’ Question 2 tends to focus on what the Customer Experience theme for the following year will need to be. In my last column for CustomerThink in 2015, I am going to look at answering the first question by sharing my 5 key learnings for the year.

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10 Golden Rules to Bring Your Customer Service Back from Extinction

10 Golden Rules to Bring Your Customer Service Back from Extinction | Guest Service | Scoop.it
Great service is like a precious, rare, exotic species that is close to becoming extinct. But it’s not too late to rescue once great service from the brink of extinction. Here are 10 golden rules that you can follow right away..
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Get Rid of Average Thinking, Make Every Experience Count

Get Rid of Average Thinking, Make Every Experience Count | Guest Service | Scoop.it
Let’s start with that last clause: “… show that each and every experience counts”. When we boil down anything to averages we miss rich data that can help interpret everything from customer retention to likely complaints to State Attorneys General.
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