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Winning the Heart of the 21st Century Customer - Business 2 Community

Winning the Heart of the 21st Century Customer - Business 2 Community | Guest Service | Scoop.it

Clearly, plenty of companies have far to go when it comes to customer-centricity and social media customer engagement.

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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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Do Your Employees Know Their REAL Job?

Do Your Employees Know Their REAL Job? | Guest Service | Scoop.it

Some service failures are frustratingly obvious.

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What Role Does Intuition Play in Customer Experience?

What Role Does Intuition Play in Customer Experience? | Guest Service | Scoop.it

 It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers.

What does that mean?

James Schreier's insight:

Intuition is a powerful element in understanding how information moves through what futurist Joel Barker describes as the "Possibility Cone."  Understanding intuition is important to anyone wanting to be a good strategic thinker.

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The Customer In A Plastic Bubble: A Customer Service Training Secret

The Customer In A Plastic Bubble: A Customer Service Training Secret | Guest Service | Scoop.it

This article reveals a secret that's central to providing superior customer service.

James Schreier's insight:

Outstanding article -- immediately becomes a reference in my customer service training programs.

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4 Ways to Change Organizational Perspective on Customer Experience

4 Ways to Change Organizational Perspective on Customer Experience | Guest Service | Scoop.it

Every single company’s success is dependent on lots of little things going well. If each individual thinks of how he or she is responsible JUST to the department (or organization or division), the customer will suffer.


Don’t let your people speak in those terms. If you look around and realize your employees are really just employees of their departments, it’s time for a change in the organizational perspective on customer experience.

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Changing Customer Behavior — Is it possible?

Changing Customer Behavior — Is it possible? | Guest Service | Scoop.it

During the past decade, customers have displayed overwhelmingly positive attitudes toward environmentally-friendly offerings. However, their actual behavior does not mirror these attitudes. Do you think it would be possible to change customer behavior to make them greener

James Schreier's insight:

It's a classic for me but I've always been very interested in how Disney influences the behavior of guests.  Everything from introducing new products or the tools they use (i.e., from tickets, to passes, to wrist bands), to making guests comfortable with waiting in lines, to how they manage to keep their properties so clean.  Disney is a case study in influencing guest behavior.


Yes, I'll admit to being biased -- maybe it's that "Mousters Degree" in Disney Management that I possess.

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The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet | Guest Service | Scoop.it

Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms for customers to fill in, whilst new-fangled QR codes attempt to entice consumers to use modern technology to tell companies what they think.

James Schreier's insight:

I believe that any (every) company concerned about customer service should hold some workshops to discuss this article -- and the implications for their company.  

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Price Or Customer Service? What Do Your Customers Really Want?

Price Or Customer Service? What Do Your Customers Really Want? | Guest Service | Scoop.it

Are your customers prepared to pay for better customer service? Or, do they just want the ‘best deal’ regardless? A challenge for many businesses is maintaining that balance between price and service, and working out what the best thing to offer is.

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You Can't Eat Buzz: How To Create Profitable, Loyal Customers

You Can't Eat Buzz: How To Create Profitable, Loyal Customers | Guest Service | Scoop.it
You Can't Eat Buzz: How To Create Profitable, Loyal Customers
Forbes
Buzz is a magical force, but it only gets you so far in business.
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Comcast Internal Memo: That Service Rep From Hell Was Following Orders

Comcast Internal Memo: That Service Rep From Hell Was Following Orders | Guest Service | Scoop.it
Remember that agonizing phone call Ryan Block recorded last week, where a Comcast customer rep spent 20+ minutes trying to will Block into not canceling his account? Even a Comcast executive thought the call was "painful;" but also that the rep was doing just what they'd asked him to do.
James Schreier's insight:

Speaks for itself very well:  time to change the training program, change the incentives.  I know that I will remain forever "not surprised" by the failure of organizations to truly understand quality service.

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Walmart is Reinventing Itself: Is Customer Service in Its Plan?

Walmart is Reinventing Itself: Is Customer Service in Its Plan? | Guest Service | Scoop.it

In the July 8th issue of The Wall Street Journal, was an article, “Walmart Scrambles to Reinvent Itself as Sales Slump.”  Why the hurry?  Even with nearly half a trillion dollars in revenue, the company reported its fifth straight quarter of negative sales in the US with dwindling traffic heading into the next.


Is improving customer service part of Walmart’s new initiatives?

James Schreier's insight:

Very good examples, very good points and recommendations.

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4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail

4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail | Guest Service | Scoop.it

Where does your customer experience stand? It’s a broad question that any business owner, large or small, must answer if they want to truly differentiate and engage with customers.


Whether your business is retail sales, IT solutions, or manufacturing, there are always demands to be met – demands coming from the customer.

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Great Tales of Engagement: Pizza on the Plane – With a Little Bit of Help

Great Tales of Engagement: Pizza on the Plane – With a Little Bit of Help | Guest Service | Scoop.it
Here's one thing that's good to remember: one highly engaged employee can make a world of difference. Take the case of Frontier Airlines, a Colorado-based air carrier  that earned dubious …
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7 Things A Business Leader Must Understand About Customer Service

7 Things A Business Leader Must Understand About Customer Service | Guest Service | Scoop.it
Seven principles of customer service that business leaders often get wrong, from Apple, Ritz-Carlton and others.
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What is customer engagement?

What is customer engagement? | Guest Service | Scoop.it

Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer Satisfaction Index), andthe latest trendCES (Customer Effort Score), customer engagement doesn't have a common and consistent definition.

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Union Street Guest House Commits The Worst Social Media Blunder EVER!

Union Street Guest House Commits The Worst Social Media Blunder EVER! | Guest Service | Scoop.it

A hotel in Hudson, New York, the Union Street Guest House, will reportedly fine brides $500 for every negative review posted by any of her guests after the event. The amount is deducted from their deposit with the chance to be refunded if the review is taken down.  According to the article I read onBusinessInsider.com and elsewhere the policy is openly stated on their website.

James Schreier's insight:

I love stories like this for multiple reasons -- for guest service of course but also in this case because represents two other issues of reputation management and a clearly emerging trend.

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Why is Reading Your Guests' Body Language So Important?

Why is Reading Your Guests' Body Language So Important? | Guest Service | Scoop.it

More and more, the service industry begins to realize that in order to offer the best customer service, company-wide customer care training is important.

James Schreier's insight:

This is and always will be a key part of any customer service training program that I offer....

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Awesome Product + Awesome Service = Awesome Customer Experience

Awesome Product + Awesome Service = Awesome Customer Experience | Guest Service | Scoop.it

I apologize if this reads a bit too much like an ad for Vitamix, but really it’s just another example of a company that demonstrates how to pair awesome customer service with an awesome product in order to deliver an awesome customer experience. 

James Schreier's insight:

No need to apologize.  Detailed stories of amazing service are very important and need to be shared.

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How Not to Handle a Bad Yelp Review

How Not to Handle a Bad Yelp Review | Guest Service | Scoop.it
Chris Wagoner, a Hudson, N.Y., hotel owner who threatened guests with $500 fees for posting bad Yelp reviews, provides a cautionary tale
James Schreier's insight:

Leading and managing guest service just keeps getting more and more complicated for organizations, their leadership, and the frontline.  Requires clear strategic thinking, discussion, and thorough training.

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When Technology Gets in the Way of Customer Service

When Technology Gets in the Way of Customer Service | Guest Service | Scoop.it

From a productivity standpoint, the benefits of technology infusion are clear — but what happens when a firm’s use of technology collides with its customer service strategy?

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How to Lose a Customer in 10 Days

How to Lose a Customer in 10 Days | Guest Service | Scoop.it

Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don't want to put up with it anymore - and they make sure their friends hear about it.

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4 Lessons From the Red Carpet On Customer Service

4 Lessons From the Red Carpet On Customer Service | Guest Service | Scoop.it
Forbes
4 Lessons From the Red Carpet On Customer Service
Forbes
If you scored Beyonce as a client, you'd make sure she got A-list customer service. When her handlers called, they'd reach the right person at your company on the first ring.
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How Comcast Sets Its Customer Service Reps Up to Fail

How Comcast Sets Its Customer Service Reps Up to Fail | Guest Service | Scoop.it
And why it's "reprehensible," for both employees and customers.
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The Tyranny of Bad Customers

The Tyranny of Bad Customers | Guest Service | Scoop.it

Hardly a day goes by without another flood of motherhood and apple pie articles extolling the importance of ‘putting customers first’, about how the ‘customer is king’ and other such ridiculous simplifications. Adopting a so-called ‘customer-focus’ has become a mindless mantra for the new breed of copycat managers and the hordes of self-serving consultants peddling their latest customer-focus snake-oil.

James Schreier's insight:

with decades of customer (guest) service experience developing and conducting training, I've seen how the issues of "bad customers" can be the most important training for the frontline.

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Comcast’s Customer Experience Debacle: 3 Ways to Prevent Frontline Disasters

Comcast’s Customer Experience Debacle: 3 Ways to Prevent Frontline Disasters | Guest Service | Scoop.it

The first step in dealing with this problem is to acknowledge that it’s practically impossible to stop these mistakes from happening 100% of the time. Instead, when they do happen, you want to make sure you learn from them — so they don’t become something you repeat.

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The future of marketing: Big data, but focus on the customer

The future of marketing: Big data, but focus on the customer | Guest Service | Scoop.it
Marketing experts from Unilever, Kraft, Dolby, and others say tech has greatly impacted their profession. But it won't change the mission.
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