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3 Essentials for Establishing Successful First Impressions

3 Essentials for Establishing Successful First Impressions | Guest Service | Scoop.it
When it comes to first impressions in sales and marketing, products act as the résumé, while service portrays personality.
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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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16 Must-Know Customer Experience (CX) Statistics and what they mean for Your Business. 

16 Must-Know Customer Experience (CX) Statistics and what they mean for Your Business.  | Guest Service | Scoop.it
Customer experience and customer centricity are hot topics right now. Most of the talk is about why and how you should embrace CX. But would you like to know what the quantified business benefits are ? Then this article is for you.
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Retail as you know it is DEAD

Retail as you know it is DEAD | Guest Service | Scoop.it
Brick and mortar retail is losing because most just hope someone shows up every day. This is why malls will be failing all over the country in the
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The Branson guide to customer service: putting your employees first 

The Branson guide to customer service: putting your employees first  | Guest Service | Scoop.it
In a complete reversal of the hierarchy we’ve been taught, where customers come before everyone else, Branson has built Virgin by putting his employees first.

His reasoning is pretty simple – treat employees badly and they, in turn, will treat customers badly, ruining their brand experience and potentially putting them off your business for life.
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5 Companies with Envy-Worthy Customer Experience

5 Companies with Envy-Worthy Customer Experience | Guest Service | Scoop.it
And it can be inspiring to see which ones are ahead of the field — across multiple business categories and verticals — so that we can learn what they’re doing right and follow their example on the way to true customer centricity.
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Do Your Customers Get a Standing Ovation?

Do Your Customers Get a Standing Ovation? | Guest Service | Scoop.it
If you want your customers to feel valued, give them a standing ovation. Chip Bell shares customer service techniques to wow.
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How Consumers and Businesses Are Evolving in Interaction and Engagement

How Consumers and Businesses Are Evolving in Interaction and Engagement | Guest Service | Scoop.it
Reaching today’s mobile customer is less about directly reaching them via a direct phone call and more about paying attention to the customer journey, where he or she is within that journey and what channel the customer prefers to use – be it live chat, email or social media messaging.
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Where Do Human Emotions Fit in the Customer Experience?

Just like people, few are liked or trusted. And among those, even fewer are able to transcend emotional barriers. So just like successful people – successful brands are able to capitalize on different customer motivators and cater directly to them.
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11 Tech Trends You Can Bet Your Customer Experience Budgets On, Today through 2020 

11 Tech Trends You Can Bet Your Customer Experience Budgets On, Today through 2020  | Guest Service | Scoop.it
Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow.
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The 7 Most Important Customer Service Stats for 2017

The 7 Most Important Customer Service Stats for 2017 | Guest Service | Scoop.it
Maturity of social customer engagement and the value of an effort-free customer experience may have been the two main driving forces behind the evolution of customer expectations in 2016. Today’s c…
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Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship | Guest Service | Scoop.it
Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second.
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Why Your Organization's Purpose is Important to Your Culture

Why Your Organization's Purpose is Important to Your Culture | Guest Service | Scoop.it
As an example, a few years ago I was on a business trip in rural Connecticut. One morning, I went to my rental car and found it was not working. I had about a 20 minute drive and my meeting with a new client was starting in 30 minutes. I went to the front desk’s general manager (this was pre-Uber, obviously) and after making some calls, I was told that the closest taxi was 30 minutes away and the hotel shuttle was already out. Seeing my desperation, the general manager made the very unconventional move of calling the competitor hotel across the street to ask if its shuttle was available and if they would be willing to help out.
James Schreier's insight:

Culture is clearly an important factor in successful guest service -- but the particularly story noted here is just the kind of examples I love hearing and sharing.

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Here’s Why 2017 Might NOT Be The Best For Service

Here’s Why 2017 Might NOT Be The Best For Service | Guest Service | Scoop.it
Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. So what are their options? Technology, that’s it. Or is it?
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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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How to Ensure Customer Experience is a Key Element of Your Business Strategy

How to Ensure Customer Experience is a Key Element of Your Business Strategy | Guest Service | Scoop.it
Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place?
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A Recipe for Consistent Customer Service: 5 Key Ingredients

A Recipe for Consistent Customer Service: 5 Key Ingredients | Guest Service | Scoop.it

Delivering AWESOME customer service without defining it in a way that’s sustainable and scalable is good enough. It’s not. This is a recipe for inconsistency and consistency is the essential ingredient when we talk about great customer service. Here are five tips that will help you and your team achieve this.

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What Does Cake Have to Do with Customer Experience?

What Does Cake Have to Do with Customer Experience? | Guest Service | Scoop.it

A great customer experience attracts and keeps customers. And customers keep us in business. Not to mention that it is the most important differentiator we can put in place to win over the competition.

However, I would like to propose a framework that “bakes” some of the concepts of Customer Experience together.

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The Bots are Coming! Will They Save Customer Service?

The Bots are Coming! Will They Save Customer Service? | Guest Service | Scoop.it
Putting all this together there are four main courses of action that business leaders need to pursue to gain both, effectiveness and efficiency in customer service, thus creating lasting positive customer experiences
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3 Unconventional Ways to Provide Stand Out Customer Service

3 Unconventional Ways to Provide Stand Out Customer Service | Guest Service | Scoop.it
3 surprising ways that you can provide incredible customer service. Monika Götzmann shares unconventional tactics to provide winning customer service.
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This Woman’s Facebook Message To Kroger Supermarket Has Gone Viral For A Great Reason

This Woman’s Facebook Message To Kroger Supermarket Has Gone Viral For A Great Reason | Guest Service | Scoop.it
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Are You Adding Value to Employees, So They Can Add Value to Customers?

Total Customer Value Management (and common sense) requires that you must also add value to the employees, and your partners (supply and delivery chain) and to society if you wish to add value to the Customer.
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Top 5 Customer Experience Trends For 2017

The new year has arrived, and with the start of any new year comes the onslaught of predictions of what is going to make it big in 2017. Already, we’re hearing this will be the year when chat bots, virtual reality and voice search gain a permanent foothold in our world.
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Top 10 Leading Customer Experience Trends for 2017 

Top 10 Leading Customer Experience Trends for 2017  | Guest Service | Scoop.it
To stay competitive in the year ahead, it’s essential that you understand the most important trends.
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Customer Experience Starts by Ignoring Your Customer

Customer Experience Starts by Ignoring Your Customer | Guest Service | Scoop.it
Ignore your customers. Tracy Maylett says to develop your employee experience first to improve your customer service.
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10 Signs Your Customer Service (Probably) Sucks

10 Signs Your Customer Service (Probably) Sucks | Guest Service | Scoop.it
Nobody wants to be the “bearer” of bad news. And so, many businesses believe they’re constantly “WOWing” customers while the opposite is actually happening.
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A Year-End Customer Service Inventory: 5 Questions to Ponder

A Year-End Customer Service Inventory: 5 Questions to Ponder | Guest Service | Scoop.it
A Year End Customer Service Inventory: 5 Questions to Ponder
1.    Are we becoming more or less connected to individual customers?
2.    Have we automated routine customer service tasks
3.    Are we working to minimize point of dissatisfaction on the customer journey?
4.    Are competitors out-serving us?
5.    Does every customer feel appreciated?
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