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Ready, Set, Goal: Retailers Reveal Their Plans for the Future

Ready, Set, Goal: Retailers Reveal Their Plans for the Future | Guest Service | Scoop.it
Shoppers take to numerous channels to explore their options and complete their transactions.
James Schreier's insight:

The rapid rate of change affects all industries -- but if you had to choose one where skills for exploring the future stands out, it would be easy to argue for retailing and customer service for the top of the list.

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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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7 Reasons Most Companies Fail to Adopt a Customer-First Strategy

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture?
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Three Customer Feedback Myths That Deserve Busting

Three Customer Feedback Myths That Deserve Busting | Guest Service | Scoop.it
Survey tools now allow marketers to design complex customer feedback surveys. But, it turns out, less is more when asking customers for input. See these top 3 customer feedback misconceptions.
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How Customer Experience Policies Empower Growth

Southwest Airlines is an outstanding example of rising above industry norms, charting its own course, and vowing to win customers’ hearts and customers’ cash through policies that set them free. Southwest mirrors these high-trust customer policies with equally trustful employee policies. Customer policies and employee policies go hand-in-hand.
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Big Candy Customer Service: What’s Your Hook?

Big Candy Customer Service: What’s Your Hook? | Guest Service | Scoop.it
I love when great hotels offer nice amenities. Some include a newspaper in the morning, complimentary bottles of water, a piece of chocolate on the nightstand—you get the idea..
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The Main Reasons Consumers Dislike (and Like) Online Ads

The Main Reasons Consumers Dislike (and Like) Online Ads | Guest Service | Scoop.it
The older a consumer is, the more likely he or she is to dislike online advertisements, but most consumers are neutral about online ads, the ad sentiment study found. See more study findings.
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Customer Service vs. Customer Experience: Explained With a Beer Fridge

Find out why Customer Service is reactive and Customer Experience is proactive. My beer fridge and I are here to settle this Service vs Experience standof
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Does the customer journey really matter?

Does the customer journey really matter? | Guest Service | Scoop.it
Will analyzing the customer journey help you deliver more value to your clients? Can it improve your profits and sales?
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Lose the Customer’s Confidence and You Lose the Customer

Lose the Customer’s Confidence and You Lose the Customer | Guest Service | Scoop.it
Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence..
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What Is Excellent Customer Service?

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. Customer satisfaction and Net Promoter Score tend to be two of the more…
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What is Customer Experience Ecosystem? | CustomerThink

What is Customer Experience Ecosystem? | CustomerThink | Guest Service | Scoop.it
This is why you should thoroughly figure out your customer experience ecosystem at the outset of your business’ strategic planning process, integrate it throughout your customer experience strategy, and ensure you’re continually walking the talk.
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STEAK N SHAKE #261

STEAK N SHAKE #261 | Guest Service | Scoop.it

At approximately 11:15 p.m. on Friday night, March 31st, 20+ members of two singing groups, their crews and some family members, entered Steak N Shake #261 in Indianapolis.  Just a few minutes earlier the group was forced to leave another location of Steak N Shake because “we don’t have any servers.” That prompted a high rate of curiosity as we approached #261.

 

However, from the moment we entered #261, we were presented with outstanding service in several aspects.  There were two servers on duty, one of whom might have been the night manager plus one cook.  There were two other small groups of patrons in the restaurant.  The servers quickly assured that tables were ready and got the group seated at five different booths/tables.

With the efficiency of a staff working a rush hour crowd, the two servers quickly dealt with menus and drink orders. Just as quickly, food orders were taken.

 

And then we waited.  During that time, I thought about -- and commented to my table mates about how long it might take to get all these orders.  But we didn’t wait!  The ticket times – and the coordinated delivery of everything correctly for each table was amazing – less than 10 minutes!

 

Mistakes did occur – but they were minor and handled promptly with correction and apologies.  Minor in that I don’t think any orders were incorrect, they were missing napkins or silverware.  Overall attentiveness was extremely high – but not overboard.  I noticed several of the group ordered shakes with their meals.  My table told the server we wanted to order shakes “to-go” later.  And she remembered.  After clearing plates, she was back quickly with “Are you ready to order your shakes now?”  And they were delivered in minutes!

 

My view of customer service is tied to expectations.  Sometimes it is simply the transaction being processed accurately, timely, and politely.  Nothing more.  I’m not expecting to be “wow’d” by my dry cleaner, or my pizza delivery company, or my bank teller.  Under some circumstances, for example, if something goes wrong, there might be an opportunity for the “wow!”

 

I suspect that Steak N Shake might face this type of challenge on a regular basis – a large group appearing late at night when on many (or most) nights, it’s relatively quiet with a low level of customer volume.  But they were prepared and they responded with amazing service.  I’m not sure what the discussion was on one bus, but I know on our bus we all “raved” about the Steak N Shake service at location #261

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Customer returns to Starbucks with apology note and $50 after rude treatment of barista

Customer returns to Starbucks with apology note and $50 after rude treatment of barista | Guest Service | Scoop.it
From Yahoo: One California Starbucks barista got a major surprise on March 21 when a customer returned to apologize for her behavior from the day before.Andrew Richardson, 20, was floored when he received a handwritten card and $50 bill from his customer named Debbie, whom he admits he didn’t even think was that rude.“On the 20th, this woman, Debbie, came through the drive through while I was working. She was extremely pleasant, and we had some friendly conversation while her drinks were being made,” Richardson, of Bishop, California, told ABC News
James Schreier's insight:

I love stories where employees (or businesses) clearly take responsibility.  This one is interesting because it's a customer taking responsibility.  

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How Will Analytics, AI, Big Data, and Machine Learning Replace Human Interactions?

How Will Analytics, AI, Big Data, and Machine Learning Replace Human Interactions? | Guest Service | Scoop.it
Calls for the death of human intelligence and human interactions are premature.

Or are they?

In my first book my co-author and I laid out in a simple 2×2 grid that we called the Value-Irritant matrix how to classify customer contacts into one of four actions: (1) Simplify; (2) Leverage; (3) Eliminate; or (4) Automate1.
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Re-think Customer Experience: Artificial Intelligence and Chatbots

The era of AI
As we enter a new phase of automation and Artificial Intelligence, we are looking at an incredibly exciting time for marketing and customer experience, with huge benefits for the consumer and faster than real-time customer service.

The idea of hyper-personalised offerings such as Amazon Go, where you can just walk into a store and take what you want, with no need for waiting in line or stopping for payment, is starting to take hold; everyone is talking about the AI takeover. But what is the reality among all the hype?
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You need to know what your customers value

It is commonly understood that most sales people cannot articulate value for their customers. This leads them to talk more about the features of the offerings. It is the same with most businesses, there is way too much focus on the detail of the offering or how it is done.
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Top 10 Worst Things to Say to Angry Customers

Top 10 Worst Things to Say to Angry Customers | Guest Service | Scoop.it
You may have great products but you can still have customer service problems caused by equipment failures or human error. While you can’t control external events, you can control what you say to upset customers..
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Five Ways Brands Are Screwing Up Customer Engagement: How You Can Get It Right

Five Ways Brands Are Screwing Up Customer Engagement: How You Can Get It Right | Guest Service | Scoop.it
You'd think customer engagement wouldn't be all that difficult.

They're customers, after all. They're already sold enough on your brand to have made a purchase. Now you just need to hang on to them, ping them with the right messages at the right time, and the rest just takes care of itself, right?
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In Customer Service, You Must Choose Between Speed and Wow. Or Do You? 

Our customer service appetite has skewed a bit in recent years toward “Wow.” These are the stories that make great YouTube videos and fit nicely into books and keynote addresses. But don’t be surprised if members of your operations team look at you with a degree of skepticism when you tell them you want agents to try to recreate Joshie the Giraffe or this Netflix chat conversation that only a Trekkie would understand.
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How to Deliver Moments of Magnificence to Your Customers

How to Deliver Moments of Magnificence to Your Customers | Guest Service | Scoop.it
Few companies deliver ‘Moments of Magnificence’ to their customers. It shouldn’t be that way. It doesn’t have to be that way..
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7 Customer Service Interview Questions You Need to Ask

7 Customer Service Interview Questions You Need to Ask | Guest Service | Scoop.it
Myra Golden shares 7 questions you must ask when interviewing prospective customer service employees..
James Schreier's insight:

There's a better way to phrase many of these questions -- more performance-based than just "tell me about a time."  But the ideas are still in the ballpark.

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Fuel a Lifelong Love Affair with Your Customers

Fuel a Lifelong Love Affair with Your Customers | Guest Service | Scoop.it
Consumers are changing! If you want growth, know the transformational customer. Tara-Nicholle Nelson shares how to transform the customer experience.
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Neuroscience Confirms We Buy on Emotion & Justify with Logic & yet We Sell to Mr. Rational & Ignore Mr. Intuitive

Neuroscience Confirms We Buy on Emotion & Justify with Logic & yet We Sell to Mr. Rational & Ignore Mr. Intuitive | Guest Service | Scoop.it

Harvard Business School professor Gerald Zaltman[i] says that 95% of our purchase decision making takes place subconsciously. Despite widespread agreement amongst neuroscientists that our conscious rational mind plays a minor role in decision making, why do our sales messages to buyers focus almost exclusively on facts and figures?

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Uber president resigns after six months amid multiple controversies

Uber president resigns after six months amid multiple controversies | Guest Service | Scoop.it
Uber's president has resigned after just six months in the role as the company is facing numerous controversies, adding to mounting fears over the future of the firm.
James Schreier's insight:

Pretty major proof that customer service matters -- internal and external.

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Outstanding Customer Service - Going The "Extra Mile" Squared - QBQ!

Outstanding Customer Service - Going The "Extra Mile" Squared - QBQ! | Guest Service | Scoop.it
Outstanding service with immediate action and a personalized email, followed by a handwritten note?? Craziness.
James Schreier's insight:

My customer service experience with Jet.com just got published on the QBQ site.  Thanks John.  

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