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College Kids Give Themselves an ‘A’ for Job Readiness

College Kids Give Themselves an ‘A’ for Job Readiness | Guest Service | Scoop.it
College students think they're ready for the working world, but few hiring managers would agree, according to a new poll.
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I am not at all surprised by either of these percentages...

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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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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
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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.
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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.
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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.
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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.
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The Ins and Outs of Real-Time Customer Service

The Ins and Outs of Real-Time Customer Service | Guest Service | Scoop.it
The average person can only handle a few tasks at a time. But for companies, the ability to process and respond to multiple customer requests rapidly is now a competitive differentiator. The speed with which companies can collect and convert customer data into insights and act on it is critical.
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How chatbots have kick started a paradigm shift in customer service technology

How chatbots have kick started a paradigm shift in customer service technology | Guest Service | Scoop.it
AI is increasingly being used to complement customer-brand interactions - what steps companies can take to harness this disruptive technology?
 
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Great B2B Customer Experiences Require Customer-Centric Marketing

Great B2B Customer Experiences Require Customer-Centric Marketing | Guest Service | Scoop.it
Only 12% of B2B marketers rate themselves as “very effective” at delivering a great customer experience.

No, that’s not a typo. It’s a finding from the 2016 B2B Customer Experience Benchmark Report from Kapost
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9 Guidelines for a Customer Engagement Analytics Solution

CallMiner Customer engagement analytics, formerly speech analytics guidelines and RFP questions for true omni-channel, customer journey vendor.
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Why Bad Customer Service Is Burning Your Bottom Line [Infographic]

Why Bad Customer Service Is Burning Your Bottom Line [Infographic] | Guest Service | Scoop.it
Customer Relationships - Customer experience is quickly overtaking price and product as the key brand differentiator. Make sure you're not sabotaging customer experience.
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3 Things to Learn from this Amazing Customer Service Story

3 Things to Learn from this Amazing Customer Service Story | Guest Service | Scoop.it
A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..
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Seven Effective Practices For Preventing Customer Rage 

Seven Effective Practices For Preventing Customer Rage  | Guest Service | Scoop.it
“What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process.
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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.
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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…
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What a good (?) example of horrible customer service and the really easy -- and basic -- steps that should be obvious.

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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
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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.
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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.

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Five Steps to Service Recovery and Complaint-Handling Success [Infographic]

Five Steps to Service Recovery and Complaint-Handling Success [Infographic] | Guest Service | Scoop.it
Customer Relationships - No business is perfect, and sometimes, a product or service fails. So, what's the best way to reach out to customers and handle their complaint?
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Treat Me Like a New Customer ALL the Time

Treat Me Like a New Customer ALL the Time | Guest Service | Scoop.it
Probably the favorite Sub-Need is “You treat me like a new customer all the time”. Its “failure statement” tells you why this bugs so many of us: “You treat me as a commodity once I’m on board, and only give the best deals to attract new customers.” In the book we lament this all too common business practice, accelerated by the proliferation of “promotions” and “special deals”, almost always focused on landing new accounts.
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Finding Moments of Truth

Finding Moments of Truth | Guest Service | Scoop.it
The idea goes further. Moments of truth are what customers experience (the verb again), they constitute the river analogy since customers will often present to their vendors with different needs.
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Legendary Service Memories: Use A Six Step S-U-M-M-E-R Plan

Legendary Service Memories: Use A Six Step S-U-M-M-E-R  Plan | Guest Service | Scoop.it
Summer’s almost here! A time to relax, enjoy outdoor meals, get new summer clothes, take vacations, make new friends, and create memories with those you love. But can summer also teach us something about creating memories with our clients?  Yes!  It can help us remember that when emotion is attached to a memory it becomes…
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Hire Employees Your Customers Will Love: 3 Companies Share Onboarding Best Practices

Hire Employees Your Customers Will Love: 3 Companies Share Onboarding Best Practices | Guest Service | Scoop.it
Building a customer-first company involves every part of the business. Employees across teams and levels need to believe in the value of putting customers first and make doing so a priority day-to-day.

But, when it comes to employee onboarding, many companies talk about customer focus but don’t actually provide new hires with the training they need to deliver on this important company value.
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7 Signs of Legendary Customer Service

7 Signs of Legendary Customer Service | Guest Service | Scoop.it
The possibility to provide exceptional service is available to almost any company if it believes in its people, is willing to innovate, and really cares about their customers’ experience..
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How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?

How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas? | Guest Service | Scoop.it
Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core tool in the armoury of the Customer Experience Professional.
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Plannng for 4 Types of Customer Experience

Plannng for 4 Types of Customer Experience | Guest Service | Scoop.it
Sooner or later every company encounters a situation that simply wasn't anticipated in advance. So when a customer's experience involves this kind of unforeseen event, especially if it is of great significance or importance to the customer, you want your employees to be willing and able to deal with it, even if it might mean overriding a standard practice, or making a judgment call on their own authority.
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