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Can you stop the snow? and other bizarre Brighton hotel guest requests

Can you stop the snow? and other bizarre Brighton hotel guest requests | Guest Service | Scoop.it
Demanding hotel guests have literally requested the shirt off the back of reception staff in one of a number of bizarre requests made this year.
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Stories are always a major part of any customer service training I've conducted -- the work with clients and training from Disney always added great new insights into the joys -- and struggles -- of providing good guest service.

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Guest Service
Insights on Customers and 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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Why You Should Stop Trying to Motivate Customer Service Employees

Why You Should Stop Trying to Motivate Customer Service Employees | Guest Service | Scoop.it
People had crowded into the room to learn about gamification, the latest trend in employee motivation. The participants were customer service leaders attending ICMI's 2015 Contact Center Expo. In customer service, motivation is always a hot topic.
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3 Technology Trends That Are Transforming The Customer Experience

3 Technology Trends That Are Transforming The Customer Experience | Guest Service | Scoop.it
To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or disrupt—their business. At Opticon 2015, Mary Hamilton,…
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From Customer Interactions to Emotional Engagement: 5 Trends Shaping Marketing

From Customer Interactions to Emotional Engagement: 5 Trends Shaping Marketing | Guest Service | Scoop.it
Our world is nothing like our “father’s Oldsmobile.” Change is a constant yet those four words do not adequately capture what is going on. We are in the midst of a world shift that will forever change our and the lives of our grandchildren.
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Get Your Easily Distracted Customers to Focus on You

Get Your Easily Distracted Customers to Focus on You | Guest Service | Scoop.it
Customer Relationships - The attention span of your customers is getting shorter and shorter. So, what does that mean for you as a marketer?
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Amazon’s Prime Day Experiment

Amazon’s Prime Day Experiment | Guest Service | Scoop.it
Amazon Prime Day, which celebrated the 20th anniversary of the Prime members’ program on July 15, 2015, has taken a lot of flack as a bad customer experience, based on negative tweets and members’ frustration about the quality, availability, and accessibility of the items featured in the sale.
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The Tour de France – A Customer Experience Tour de Force

The Tour de France – A Customer Experience Tour de Force | Guest Service | Scoop.it
Sport is often a metaphor for the challenges that companies face when seeking to deploy a winning customer experience strategy. There appears to be no shortage of lessons to be learned from almost any sport, and the tougher the contest the more relevant, compelling and powerful the examples seem to be.
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5 Signs You Have A Customer Experience Problem

5 Signs You Have A Customer Experience Problem | Guest Service | Scoop.it
However, the customer is often the forgotten missing link. “If your customers aren’t happy and aren’t saying good things about you to other people, what’s that going to do to your pipeline?” asks Megan. “What’s that going to do to conversion rates?”
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25 Statistics on the Power of Positive Customer Service

25 Statistics on the Power of Positive Customer Service | Guest Service | Scoop.it
Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company didn’t deliver on its promise. In fact, nearly one-third of consumers think that businesses are paying less attention to providing great customer service.

And unfortunately, the customer is always right about this. While over 80% of companies boast that they provide “superior” customer service, only 8% of customers actually agree with them.
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5 Secrets Your Customers Will Never Tell You

5 Secrets Your Customers Will Never Tell You | Guest Service | Scoop.it
Every business out there knows (or pretends to) that customers are their bread and butter, yet customer experience gets either swept under the rug or remains a non-issue. The prevalence of headline-g…
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Better Online Customer Service

Better Online Customer Service | Guest Service | Scoop.it
Shopping online has soared in the past decade, and it doesn’t look like it’s about to slow down. Which means it’s time to amp up your online customer service. Since 2000, the number of internet…
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What We Have Here Is a Failure to Practice

What We Have Here Is a Failure to Practice | Guest Service | Scoop.it
"Take care of your customers and they’ll take care of you!" Outstanding organizations get this because people there practice PERSONAL ACCOUNTABILITY!
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Download PDF Be Our Guest Perfecting Art Customer Service

Download is available here: http://bit.ly/1GT70CD.
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Effort Series: How to Make Things Easier for Customers … Today

Effort Series: How to Make Things Easier for Customers … Today | Guest Service | Scoop.it
Today, we end our series with five ways you can use the concept of effort to improve service delivery and enterprise success.

We often find that organizations quickly ‘get’ why effort matters, yet still struggle with where to focus their first initiatives. Below are several guiding principles to help inspire you to embrace effort as a customer service focus area.
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How to Overhaul Your Holiday Retail Strategy

How to Overhaul Your Holiday Retail Strategy | Guest Service | Scoop.it
Summer isn't over yet, but retailers are already shifting into holiday sales mode. And this year's holiday retail season is expected to be strong. Decreases in unemployment and gas prices, as well as an increased willingness to spend could lead to a 5.7 percent year-over-year increase in U.S. retail sales during November and December—the highest growth rate since 2011, predicts eMarketer.
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Effort Series (Part I of II): Making customers work is bad business

Effort Series (Part I of II): Making customers work is bad business | Guest Service | Scoop.it
In a world gone crazy for data, businesses are managing to more performance measures than ever before. And we’re all scrambling for that one golden metric that solves everything. The customer experience and loyalty landscape is papered with metrics that have fallen in and out of favor, with none becoming the sole star that measures all we need to know.
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Customer Obsession Lies in the Details

Customer Obsession Lies in the Details | Guest Service | Scoop.it
It's often the details that elevate a customer experience from average to impressive.
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What You Need to Know About Customer Win-Back

What You Need to Know About Customer Win-Back | Guest Service | Scoop.it
It’s a hypercompetitive market and you are doing everything you can to retain your customers, yet you know that no matter what you do, you will still lose some customers to competitors. The competition to acquire new customers is fierce. How do you maintain your customer base? Our research team at Georgia State University looked at a large national telecommunications firm and found that it can be profitable to go after lost customers and win back their business.
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An Organization's Identity Has to Inspire Customers

An Organization's Identity Has to Inspire Customers | Guest Service | Scoop.it
When a company's employees aren't aligned with its organizational identity, the result is unhappy customers.
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Top Five Ways Customer Service Affects Bottom Line Results

Top Five Ways Customer Service Affects Bottom Line Results | Guest Service | Scoop.it
Virtually all businesses acknowledge the importance of customer satisfaction – it’s usually right there in the mission statement. But the way businesses handle customer service has a more direct impact on the company’s bottom line than many people realize. A Harvard Business Review study recently quantified the value of the customer experience, demonstrating that delivering excellent support generates high returns.
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Gamifying Customer Satisfaction

Gamifying Customer Satisfaction | Guest Service | Scoop.it

A gamified business environment is not only a means to gauge performance, but rather it is a means to motivate people to work even better. However, it’s not just about numbers and achievements. It’s an ongoing process that enables people to learn, innovate and take new perspectives on their work. A gamified environment also leads to innovation and even ideation – something that works in line with the wisdom and the power of crowds.

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4 things businesses can learn from Disneyland

4 things businesses can learn from Disneyland | Guest Service | Scoop.it
Disneyland is an exceptionally well-run business that any entrepreneur could glean valuable information from.
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Complainer Emptor! When Does Online Rage Become Unfair?

Complainer Emptor! When Does Online Rage Become Unfair? | Guest Service | Scoop.it
“Unfortunately, with all of that complaining, the implications of customer complaint behavior for organizations have been examined far less often. Yet, how an organization responds to a complaint can have a major impact on its customer’s post-complaint consumer behavior, from re-purchase intentions to likelihood to engage in word-of-mouth activities, and it may even affect the valance of the word-of-mouth message,” says Moshe Davidow, a professor at the University of Haifa, and a prominent researcher in corporate complaint resolution.
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2015's Customer Service Hall of Fame

2015's Customer Service Hall of Fame | Guest Service | Scoop.it
For the sixth consecutive year, this e-tail giant has topped the customer service Hall of Fame.
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Chick-Fil-A: a standard of excellence in customer service

This is a short video encompassing facts about Chick Fil A. They have a very high customer satisfaction rating and is a great example of a model guest service ...
James Schreier's insight:

One element I'm personally aware of on Chick Fil A -- they make extensive use of Marcus Buckingham's "strengths" materials.

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Make Your Customers Feel Like You Know Them (Without Being Creepy)

Make Your Customers Feel Like You Know Them (Without Being Creepy) | Guest Service | Scoop.it
Customer Relationships - Online customers come to you through different paths for myriad reasons. The clues they leave behind can help you get to know them and improve their experience, build their loyalty ...
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