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6 Social Media Shifts to Prepare for in 2014

6 Social Media Shifts to Prepare for in 2014 | Guest Service | Scoop.it
As social media continues to mature, organizations need to continue investing in social channels and adapt to the occurring shifts.
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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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Don’t get left behind - 3 ways to enhance your customer service

Don’t get left behind - 3 ways to enhance your customer service | Guest Service | Scoop.it
Switching banks used to be a laborious ordeal, but today it can be done quickly and easily. It also doesn’t take much to convince a customer to switch—36% of consumers say the primary reason they think about switching banks is simply poor
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A Bird in the Queue: Customer Service Is the New Advertising

A Bird in the Queue: Customer Service Is the New Advertising | Guest Service | Scoop.it
Without getting on some kind of moral high ground, I think that service is where the company’s values really show up. I think it’s a better articulation and expression of what a company stands for than anything else. Do we invest in people? Are customers getting the most out of what they use our company for? Or is the goal to get the most out of them in the short term and then move on to the next one?
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Setting Examples: How Senior Leadership Can Be Positive CX Role Models for the Workforce

Setting Examples: How Senior Leadership Can Be Positive CX Role Models for the Workforce | Guest Service | Scoop.it
Senior executives ‘walk the walk’ in firms that are truly customer-centric. How can you make it happen?
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What Krusty Burger Can Teach Us About Driving CX Action at the Front Line

Dashboarding has become very popular as method, and when done well, of communicating complex data simply.
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Understanding Moments of Truth BETTER with Jobs Theory 

Isn’t it time we re-evaluated our old mental models describing why customers purchase a product or service? They have done so little to describe why our products are valued more than others; let alone provide the necessary inputs for innovative new products or services — especially those that create new platforms and markets.

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Walmart Worker Fired For ‘Gross’ Thing He Did There Every Day For 20 Years

Walmart Worker Fired For ‘Gross’ Thing He Did There Every Day For 20 Years | Guest Service | Scoop.it
Just 20 days short of reaching his 20-year milestone of employment as a Walmart cashier, Frank Swanson was fired from his job and kicked out of the store. The reason for it has a community outraged, threatening a boycott if the big box store doesn’t bring him back.
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The Future of Customer Experience

The Future of Customer Experience | Guest Service | Scoop.it
Understand new global and regional consumer trends and uncover innovation opportunities
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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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Why Millennials May Hate Your Customer Service

Why Millennials May Hate Your Customer Service | Guest Service | Scoop.it
In the past several years a new generation of consumers has shaped, and the market is watching the new kind of consumer behavior millennials demonstrate. Born between 1980 and 2000, they now outnumber baby boomers and present a different kind of audience for retailers. Their take on customer engagement, brand awareness and interaction is different from that of other generations. Your customer service should be aware of the ways to build relationship with these young consumers.
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Finding Our Way in Customer Service

Finding Our Way in Customer Service | Guest Service | Scoop.it
One of my sons recently had his preschool graduation. During the program, they asked the children what they want to be when they grow up. There were a variety of answers. A number of kids said they wanted to be divers. My son said he wanted to be an “engineer that makes stuff.” I thought that was a great answer.
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The Fuel for Employee Engagement is Positive (Psychology) 

The Fuel for Employee Engagement is Positive (Psychology)  | Guest Service | Scoop.it
The scientific study of the strengths that enable individuals and communities to thrive. The field is founded on the belief that people want to lead meaningful and fulfilling lives, to cultivate what is best within themselves, and to enhance the experiences of love, work, and play.”
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R U Feelin’ It? Customers, Employees and Emotional Connections

Feelings about an experience, an emotional attachment to a brand/company/product are more important than rational assessments of performance in explaining customer experiences, customer loyalty and employee engagement.
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Critical Focus Areas for Customer Experience Improvement 

Critical Focus Areas for Customer Experience Improvement  | Guest Service | Scoop.it
Organizations continue to intensify their focus on customer experience (CX), realizing significant benefits are possible if they pull together traditional customer service, stronger multichannel customer touchpoints and social outreach. These business now see CX as a key business objective, not only for attracting customers, but also for customer retention, driving revenue and creating brand advocates.
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Become a Customer Expert! Start by Clearing 9 Misconceptions About Customer Value

Many of you are Customer experts, or close to being one. It is a matter of using what you have learnt, and what you keep on learning. If you are open to new ideas and learn better techniques, you will be a better Customer expert!
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Learn From These 7 Awesome Customer Service Lessons On Social Media

Learn From These 7 Awesome Customer Service Lessons On Social Media | Guest Service | Scoop.it
Competent customer service – one aspect that separates the wheat from the chaff, and the truly creative brands from the mediocre. If you’ve ever been asked the question: How important is customer service? The right answer would be: Never important enough. Social media has been one of the fastest growing marketing platforms in recent years, and it gives you a huge audience for you to interact with. How huge? Well, let’s find out… A glance at Statista.com reveals that the top 3 social media platforms total about 3.8 billion users. Yes, almost 4 billion... This is a monumental number of people
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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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