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3 Ways Leaders Can Help Employees Provide Legendary Service—A Personal Story and Thank You

3 Ways Leaders Can Help Employees Provide Legendary Service—A Personal Story and Thank You | Guest Service | Scoop.it
I recently had a potentially bad experience that turned into a great customer service story and restored my faith in humankind! A couple of months ago I was flying from Savannah, Georgia to Chicago...
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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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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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Employee Engagement Vs Customer Engagement

Employee Engagement Vs Customer Engagement | Guest Service | Scoop.it

Though, I believe the employee engagement is critical, my experience teaches me that when there is a customer involved, complete customer engagement, is more important that employee engagement.

James Schreier's insight:

Very good example leading to the conclusion stated...

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Big Data: The Key to the Customer Experience?

Big Data: The Key to the Customer Experience? | Guest Service | Scoop.it

Businesses across the world are always trying to gain the upper hand on competitors. They try to new products, create new marketing schemes and invest in expensive technology, all to gain a competitive edge. Too often, however, the consumer and his or her experience with the product or service is overlooked. An integral part in business success is providing a consumer experience that goes beyond normal and creates a desire in the consumer to return again and again.


It’s easier said than done, 

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TGI Fridays takes a chance on 'endless' appetizers

TGI Fridays takes a chance on 'endless' appetizers | Guest Service | Scoop.it
USA TODAY TGI Fridays takes a chance on 'endless' appetizers USA TODAY Guests can choose one appetizer from a list of the the chain's most poplar starters — including loaded potato skins, boneless buffalo wings and mozzarella sticks — and receive...
James Schreier's insight:

Observing the "guest" response to this (now and long term) would be a smart thing to do.

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Are You Forgetting This Customer Service Basic?

Are You Forgetting This Customer Service Basic? | Guest Service | Scoop.it
Yesterday, I went to my favorite retail store to pick up a pair of silver hoop earrings for my friend's birthday.  While there, I saw a lot of little things that felt new and fresh.  I asked my usu...
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Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments

Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments | Guest Service | Scoop.it

One of the most rewarding parts of being a Customer Experience Investigator™  is when a client and I gather people from all departments of their organization to map the customer touchpoints.  We call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a new perspective.

James Schreier's insight:

This is the classic "moments of truth" but it's a good explanation of the process and importance.

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The Age of the Customer: Prepare for the Moment of Relevance

The Age of the Customer: Prepare for the Moment of Relevance - Kindle edition by Jim Blasingame, Steve Forbes. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading The Age of the Customer: Prepare for the Moment of Relevance.
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Make Customers Want to Buy Offline

Make Customers Want to Buy Offline | Guest Service | Scoop.it
Showrooming, once a worry primarily for consumer electronics retailers, is expanding into markets we might have thought exempt.
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Three Social Customer Care Trends You Can’t Ignore

Three Social Customer Care Trends You Can’t Ignore | Guest Service | Scoop.it

Here’s a breakdown of three big trends revealed in the report. If your company serves its customers through social media, you'll want to know about these.

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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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If You Were In Your Customer’s Shoes, What Would You Do?

If You Were In Your Customer’s Shoes, What Would You Do? | Guest Service | Scoop.it

As we worked through ideas, I posed a question to the team, “If you were in your customer’s shoes, and could put aside all your passion and enthusiasm for your current solutions, what decision would you make?”

James Schreier's insight:

A very good example -- and process -- about how to look at a situation.

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5 Reasons to Pay Employees to Stay, Not to Go

5 Reasons to Pay Employees to Stay, Not to Go | Guest Service | Scoop.it

The New York Times ran an article on July 3rd titled:  Paying Employees to Stay, Not to Go. Its focus was that some fast-food chains are discovering the advantages of offering workers better wages and the result is less turn over. 

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Without This One Ingredient, Your Company Culture Is Doomed

Without This One Ingredient, Your Company Culture Is Doomed | Guest Service | Scoop.it
Without This One Ingredient, Your Company Culture Is Doomed Forbes It's the way they exude attentiveness (to employees, to processes, to details, and, of course, to customers), uncanny peripheral vision and an “I'm everywhere at once but in a good...
James Schreier's insight:

Culture has been objectively demonstrated to have a huge impact on customer service efforts.

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Eclipse Bistro as fresh, exciting as always

Eclipse Bistro as fresh, exciting as always | Guest Service | Scoop.it
Eclipse Bistro as fresh, exciting as always
The News Journal
We strive, with one guest at a time, to offer a complete and rewarding hospitality experience." Carl Georigi said he tries to ... STORY: 'Cake Boss' visit brings customers to Bing's Bakery.
James Schreier's insight:

Nice specific example!

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Neuroscience, customer service and why we should always deliver and never over-promise

Neuroscience, customer service and why we should always deliver and never over-promise | Guest Service | Scoop.it

Today’s interview is with Dr. Jack Lewis, Managing Director and Founder of NeuroFormed and recent author, with best selling author and motivational speaker Adrian Webster, of Sort Your Brain out. Jack joins me today to talk about the book, what neuroscience can teach us about customer service and how customers make decisions.

James Schreier's insight:

Simply stated -- IMPORTANT!

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Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service

Amazon’s New Fire Phone’s Mayday Service Will Raise the Bar for ALL Customer Service | Guest Service | Scoop.it

What’s the biggest differentiator for Amazon’s new Fire Smartphone? It’s not the 3D “we know where you’re looking” user interface, IMHO. It’s the tight integration of Amazon’s Mayday instant chat with someone who can help you do things on your phone 24x7.

James Schreier's insight:

Wondering what the possible implications are for this innovation (beyond just the "Fire") for customer service?  An "app"on a phone when someone is shopping at Target -- that calls up a "store adviser?"  Or??

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Mapping Out Employees’ Real-Time Roles and Responsibilities

Mapping Out Employees’ Real-Time Roles and Responsibilities | Guest Service | Scoop.it
Though real-time marketing and service aren’t new concepts, many organizations lack the defined roles necessary to maintain balance and meet demand.
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What Is The Future Role of Consumer Trust? |

What Is The Future Role of Consumer Trust? | | Guest Service | Scoop.it

Most would agree that trust is critical to establishing, building, and sustaining positive and value-based customer relationships. It is the connective tissue that holds customers, brands, and enterprises together; and, without trust, these connections would quickly dissolve.

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This is Probably a Good Time to Say That I Don’t Believe Robots Will Eat All the Jobs

This is Probably a Good Time to Say That I Don’t Believe Robots Will Eat All the Jobs | Guest Service | Scoop.it

One of the most interesting topics in modern times is the “robots eat all the jobs” thesis. It boils down to this: Computers can increasingly substitute for human labor, thus displacing jobs and creating unemployment. Your job, and every job, goes to a machine.

James Schreier's insight:

This is an interesting topic -- but also one that should really be prompting some serious strategic thinking/discussion in many organizations.

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