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Preserving the Human Element of Quality Customer Service

Preserving the Human Element of Quality Customer Service | Guest Service | Scoop.it
Companies across industries are grasping at new solutions to enhance operations and streamline service.
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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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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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Automate or Humanize? The Great Customer Service Debate

Automate or Humanize? The Great Customer Service Debate | Guest Service | Scoop.it
Humans versus robots. This scenario is playing out across a widening swath of industries as businesses weigh the value of replacing human workers with automated and artificial intelligence systems. And while the human touch still has merit, business leaders are exploring more and more opportunities to increase efficiencies and cut costs with robots.
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Focus on Keeping Up with Your Customers, Not Your Competitors

Focus on Keeping Up with Your Customers, Not Your Competitors | Guest Service | Scoop.it
It’s the greatest challenge for companies going digital.
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Eight Tips for Running a Customer-Friendly Business

Eight Tips for Running a Customer-Friendly Business | Guest Service | Scoop.it
Customer Relationships - Your product or service cannot survive on its own. It needs backup in the form of strong customer support. The way you interact with your audience will determine ho
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Top 5 signs you’re doing a REAL Customer Experience Management (CXM) initiative

Top 5 signs you’re doing a REAL Customer Experience Management (CXM) initiative | Guest Service | Scoop.it
What does it really mean to do a “Customer Experience Management” (CXM) initiative? Theoretically, it could include anything because customer experience includes everything.

Identifying Critical Success Factors (CSFs) is a planning technique to focus on the important few things. If it’s truly “critical” and you don’t do it, you’re likely to fail.
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Companies Have More Work To Do To Deliver Great Customer Experiences

Companies Have More Work To Do To Deliver Great Customer Experiences | Guest Service | Scoop.it
It’s now abundantly clear that delivering outstanding experiences to existing and potential customers is critical for B2B competitive success. There’s a growing recognition among marketers and other company leaders that customer experience has become a new basis of competition for B2B companies.
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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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An Excellent Customer Experience Practically Markets by Itself

An Excellent Customer Experience Practically Markets by Itself | Guest Service | Scoop.it
One of the many factors that affect success is customer experience.

Every contact point with your prospective customer is an opportunity to make an impression. Wasting that opportunity is inexcusable.

Focus on being the best
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Turning The Disney Way Into Your Way

Turning The Disney Way Into Your Way | Guest Service | Scoop.it
Bill Capodagli has nearly three decades of management consulting and corporate research expertise. Bill co-authored the best-selling business book, The Disney Way, 3E: Harnessing the Management Secrets of Disney in Your Company, now in its 3rd edition. The first edition was cited by Fortune magazine as “so useful you may whistle while you work.”
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The Symphony of Customer Experience

The Symphony of Customer Experience | Guest Service | Scoop.it
The customer experience journey that companies must take to accommodate today’s more digitally-aware and engaged customers now goes beyond the traditional approach of satisfaction surveys, call center guidelines, and social media presence. Media-savvy customers with an extended digital reach and a need for immediate answers are expecting and demanding more, and those older methods will no longer give marketers the insight they need to compete.
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Are Low Customer Service Standards Costing You Money?

Are Low Customer Service Standards Costing You Money? | Guest Service | Scoop.it
If your company is like most, you are always looking for ways to lower your costs and improve the bottom line. The challenge is to make sure your people serve customers at the highest level while keeping their eye on costs. But could your employees actually be costing you money? Let me give you an…
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Bribe Me With Amazing Service | CustomerThink

Bribe Me With Amazing Service | CustomerThink | Guest Service | Scoop.it
My automobile dealer wants my experience with them to be perfect. Really, they do! It turns out that the dealership is given a financial incentive by the automobile manufacturer to deliver excellent service. They are worried that if the dealership fails, then the next time I buy a car I may switch, not just to a different dealership, but to a different brand all together. Even though it’s not the manufacturer’s fault that the dealer gives me a bad customer service experience, the dealer’s problems reflect poorly on the brand.
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