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Guest Service
Insights on Customers and Service
Curated by James Schreier
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Beyond the Far Cliffs - Customer Service

Beyond the Far Cliffs - Customer Service | Guest Service | Scoop.it

We've 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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Know Your Customers Better Than They Know Themselves: The Key to Customer Loyalty

Know Your Customers Better Than They Know Themselves: The Key to Customer Loyalty | Guest Service | Scoop.it
Here's why you need to know enough about your customers to provide personalized experiences. Because those experiences make customers loyal - and that loyalty results in excellent ROI.
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Customer Experience 2017 Reality Check – Evolution or Revolution?

Customer Experience 2017 Reality Check – Evolution or Revolution? | Guest Service | Scoop.it
That brings me to the title of this post – is it time to have a 2017 CX reality check? I will often describe CX as an ‘evolving’ profession. If we look at how far the profession has come since Jeanne  and Bruce turned it into one only 6 years ago, it is hard to argue that it is evolving.
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Customer Service Quote

Customer Service Quote | Guest Service | Scoop.it
“ Customer service is just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity. ”

 
~Quote by Leon Gorman
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10 Customer Experience Mistakes You Should Avoid

10 Customer Experience Mistakes You Should Avoid | Guest Service | Scoop.it
It is has become very important that brands begin to evaluate the experience of their customers right from the very first touch point. Understanding the current experience will shade light into those shadowy areas where improvements should be made. To help with that, here are 10 common mistakes that could be ruining your customers’ experience.
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Humanizing Customer Service

Humanizing Customer Service | Guest Service | Scoop.it
The more appreciated customer feels the more likely they’ll be back again. Humanizing customer service isn’t rocket science and it can be pretty beneficial.
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Value Creation: CEOs Must Tip the Balance Towards Retention

Value Creation: CEOs Must Tip the Balance Towards Retention | Guest Service | Scoop.it
Curt Fowler wrote in the Moultrie Observer on Driving Growth through Customer Excellence. He quoted HBR in Zero Defections stating that a 5% increase in Customer retention can increase profits up to 75%. In retail, they find a 1% increase in retained customers can increase revenue by 10%. Gartner estimated that 80% of your future revenues will come from just 20% of your existing customers.
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Are You Asking Customers Too Many Questions? Try Just Two

Are You Asking Customers Too Many Questions? Try Just Two | Guest Service | Scoop.it
Customer feedback plays a central role in customer-focused programs. Last month, I argued that we need fewer questions in our customer survey. In this post, I will present a new customer survey method that only has only two (2) open-ended questions.
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Customer Loyalty vs Customer Satisfaction

Customer Loyalty vs Customer Satisfaction | Guest Service | Scoop.it
High customer satisfaction doesn’t ensure customer loyalty. Loyal customers are the ultimate goal and to create long term relationships you nee
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AI and Customer Service Future

AI and Customer Service Future | Guest Service | Scoop.it
To find out what will customer service future look like and whether we’ll lose our jobs to robots, we spoke with experts in AI customer service.
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Customer Journey Mapping to Improve Your Customer’s Experience

Customer Journey Mapping to Improve Your Customer’s Experience | Guest Service | Scoop.it
It wasn’t that long ago that marketers could easily plot the journey a buyer took from initial contact to purchase. The customer may have visited a couple websites to learn more about your product,…
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Why Millennials May Hate Your Customer Service

Why Millennials May Hate Your Customer Service | Guest Service | Scoop.it
In the past several years a new generation of consumers has shaped, and the market is watching the new kind of consumer behavior millennials demonstrate. Born between 1980 and 2000, they now outnumber baby boomers and present a different kind of audience for retailers. Their take on customer engagement, brand awareness and interaction is different from that of other generations. Your customer service should be aware of the ways to build relationship with these young consumers.
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CX Transformation Benchmark Study

CX Transformation Benchmark Study | Guest Service | Scoop.it
The combined results of those two waves of research tell a very revealing, two-sided story of current state customer experiences and expectations for emerging omnichannel services.
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Playing the Long Game: What I Learned from the Best Customer Experience of My Life

Playing the Long Game: What I Learned from the Best Customer Experience of My Life | Guest Service | Scoop.it
He did it beautifully… and got me thinking about new ways that we can play the long game in our business and customer support.

How can we surprise and delight our customers and have them come back not just for the quality of the product but for the experience, the community and the feeling we create?
James Schreier's insight:

I especially love this story because one of my favorite customer service horror stories, from expert Rick Tate, is from a "rules are rules" ice cream store.

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How Trader Joe’s provides EXCELLENT Customer Experience CONSISTENTLY – 4 Key Takeaways

How Trader Joe’s provides EXCELLENT Customer Experience CONSISTENTLY – 4 Key Takeaways | Guest Service | Scoop.it
Now, why did Trader Joe’s rank so high in customer satisfaction? The grocery store secured the highest rating in atmosphere and fast checkouts and clinched second on cleanliness, courteous staff, merchandise selection and accurate pricing. That’s just looking at the quantitative results. Trader Joe’s has also done a lot in terms of surpassing customer expectations and keeping them content.
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“Faux Innovation” and Other Discontents

“Faux Innovation” and Other Discontents | Guest Service | Scoop.it
After digging a little deeper, I think I uncovered the source of the frustration — there was no real evidence that the desire for innovation was being met with meaningful adoption or implementation.
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Are You a Leader of a Follower? Why Customer Experience Needs Good, Strong Leadership

Are You a Leader of a Follower? Why Customer Experience Needs Good, Strong Leadership | Guest Service | Scoop.it
Organisations that are not customer centric do not have leaders who believe in the customer. If they did, the organisation would be customer centric. In my mind, it is that simple.
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Exceeding Expectations: Should You Focus On It With Your Customers?

Exceeding Expectations: Should You Focus On It With Your Customers? | Guest Service | Scoop.it
Every day we get the chance to go above and beyond for customers. But should we? We explore the benefits & risks of exceeding expectations of customers.
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Five Ways to Humanize Customer Service

Five Ways to Humanize Customer Service | Guest Service | Scoop.it
Start with Vision
Unite your team with a shared definition of outstanding customer service, called a customer service vision.

The vision should focus the team on people, not transactions.
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Soft skills: Why Customer Service Teams Should Improve Them

Soft skills: Why Customer Service Teams Should Improve Them | Guest Service | Scoop.it
Soft skills are much more than just being nice. They aren’t easily acquired and not everyone has them, but it's important to understand the value of them.
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The Future of Customer Experience

The Future of Customer Experience | Guest Service | Scoop.it
Understand new global and regional consumer trends and uncover innovation opportunities
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Customer Service Interaction – The Most Dreaded Moment in Customer Experience

Customer Service Interaction – The Most Dreaded Moment in Customer Experience | Guest Service | Scoop.it
As a customer experience consultant, hearing that the customer has to rely only on customer care to resolve their problem, denotes a service experience failure.  Companies may try to whitewash it away by describing it as or “a service anomaly” or “something we’re working on” or  “service exception,” but it is simply a fail.
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AI and Customer Service: Now

AI and Customer Service: Now | Guest Service | Scoop.it
AI is changing our world and it’s impact on customer service shouldn’t be underestimated. Prepare your team for the use of Artificial Intelligence.
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Is Your Organisation “Ready” to Become Customer Centric? The Customer Experience Readiness Scale

Is Your Organisation “Ready” to Become Customer Centric? The Customer Experience Readiness Scale | Guest Service | Scoop.it
Have you ever wondered whether there is really any hope for your organisation? Have you ever turned up one day wondering if you are the only person in the building who really gets it? Are you the only person who understands that the organisation needs to do something different to genuinely put its customers first? Have you had days when you can see some light at the end of the tunnel, only for it to be extinguished before you get anywhere near it?
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Don’t get left behind - 3 ways to enhance your customer service

Don’t get left behind - 3 ways to enhance your customer service | Guest Service | Scoop.it
Switching banks used to be a laborious ordeal, but today it can be done quickly and easily. It also doesn’t take much to convince a customer to switch—36% of consumers say the primary reason they think about switching banks is simply poor
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