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Sales Effectiveness | 3 Essentials for Establishing Successful First Impressions

Sales Effectiveness | 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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How to Engage Your Employees: A Step-by-Step Guide

How to Engage Your Employees: A Step-by-Step Guide | Guest Service | Scoop.it

Back in 2006, businesses were starting to understand the impact of disengagement on productivity, customer service, and profits. Gallup released a study revealing that a whopping 73 percent of employees were not engaged.


Today’s numbers are nearly identical. The latest Gallup engagement report shows that 70 percent of employees are not engaged. 

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Eliminate Customer Service Defects With Ritz-Carlton's Simple System

Eliminate Customer Service Defects With Ritz-Carlton's Simple System | Guest Service | Scoop.it
Mr. BIV is the playful acronym coined by The Ritz-Carlton Hotel Company to help them in their quest to win two Malcolm Baldrige National Quality Awards, a feat that no other service organization has ever pulled off.
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Scoping the Loyalty Landscape for 2015 and Beyond

Scoping the Loyalty Landscape for 2015 and Beyond | Guest Service | Scoop.it
Expansive and relatively unexplored, the loyalty landscape holds much promise in 2015.
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Customer Experience Strategy: Shared Vision

Customer Experience Strategy: Shared Vision | Guest Service | Scoop.it
If you’ve ever gone on an extended outing with several friends, you’re sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you’re going and why, how fast you’ll go and when you’ll pause and celebrate, and how you’ll decide things along the way. I’ve had both delightful and frustrating experiences on such outings, with the best outcomes from taking a bit of time up-front to figure it out together.
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Is Your Leadership Team Committed to Customer Centricity?

Is Your Leadership Team Committed to Customer Centricity? | Guest Service | Scoop.it
If you ask any CEO you are most likely to hear he or she is committed to building a customer centric culture. It is very common to find customers first’ in a company mission statement. You will hear customer service is a priority.
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Infographics by 1to1 Media

Infographics by 1to1 Media | Guest Service | Scoop.it
Welcome to 1to1 Media's infographics where we bring data visualization to the latest statistics around our monthly feature themes. Look out for a new infographic each month.
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Customer Champions | How to Become a Customer-Centric Leader in 2015

Customer Champions | How to Become a Customer-Centric Leader in 2015 | Guest Service | Scoop.it
Plenty of people can manage. But only a few can truly lead. The 2014 1to1 Media Customer Champions share insights on how they inspire and manage customer-focused organizations.
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The Workforce of the Future

The Workforce of the Future | Guest Service | Scoop.it
Future employees will rely upon collaboration, adaptability, and purpose to further personal and enterprisewide success.
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How to Handle Customer Complaints: The 7 Do's and Don'ts

How to Handle Customer Complaints: The 7 Do's and Don'ts | Guest Service | Scoop.it
Here are 7 ways to keep your customers happy and turn them into your best advocates..
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Why Considering All Customer Feedback Is Key

Why Considering All Customer Feedback Is Key | Guest Service | Scoop.it
Did you know that 95% of customer feedback in the world is ignored by brands? Considering that Forrester calls this the “Age of the Customer,” that statistic should shock you and make you think. It should also make you act.
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Social Media Customer Service: Reacting vs. Engaging

Social Media Customer Service: Reacting vs. Engaging | Guest Service | Scoop.it
Customer Engagement Most companies I work with have the social media customer service thing wrong. They typically monitor social channels like Twitter, Facebook and others and react to the comments,…

Via Riaz Khan
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15 for 2015 – Customer Service Trends

15 for 2015 – Customer Service Trends | Guest Service | Scoop.it
A new year is approaching and time to tap into what’s here and now.  What should your company focus be to make it the best?  All businesses, any size, any industry should examine some of the trends I see.
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Challenges of Understanding the Customer Journey End-to-End

Challenges of Understanding the Customer Journey End-to-End | Guest Service | Scoop.it
Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends.

Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.
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Making Customer Service Everyone's Job

Making Customer Service Everyone's Job | Guest Service | Scoop.it
Culled from the 'has-this-ever-happened-to-you?' files: You dial an 800 number for product or service support and find yourself getting lost in the IVR tree. If you press zero, either the prompt doesn't work or you're informed that the wait time to speak with a live agent is seemingly longer than a trans-Atlantic flight. Undeterred, you decide to punch in a random number in the hope of connecting with someone - anyone - until you suddenly find yourself speaking with somebody who works in a back-
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Improve Your Customer Service With These Resolutions

Improve Your Customer Service With These Resolutions | Guest Service | Scoop.it
Increasingly, customer service is the standard by which companies are measured, and the service yo...
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How to Make your Customer Experience Flourish in 2015

How to Make your Customer Experience Flourish in 2015 | Guest Service | Scoop.it
As we welcome a new year, customer experiences are poised to play a decisive role in driving business strategies and revenue growth. The role of the chief customer officer is expanding as companies make greater investments in the customer experience. To serve the empowered customer, 2015 offers a fresh opportunity for businesses to better understand consumers and meet their expectations.So to kick off the new year, here's a glimpse at the strategies companies have in place to make their customer experiences flourish.
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‘Sweeping the steps of Customer Experience in 2014′ – out with the old and in with the new for 2015

‘Sweeping the steps of Customer Experience in 2014′ – out with the old and in with the new for 2015 | Guest Service | Scoop.it
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15 Customer Service Predictions for 2015 & Beyond

15 Customer Service Predictions for 2015 & Beyond | Guest Service | Scoop.it
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation.
James Schreier's insight:

“The trouble with the future is that is usually arrives before we’re ready for it.” ~ Arnold H. Glasow

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Exceptional customer care never goes out of style

Exceptional customer care never goes out of style | Guest Service | Scoop.it
While the root of customer service remains constant, providing exceptional customer care never goes out of style. Here are four trends that will impact the customer experience field throughout 2015.
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Forrester’s Top Trends For Customer Service In 2015

Forrester’s Top Trends For Customer Service In 2015 | Guest Service | Scoop.it

As 2014 winds down, I have taken the time to pause, and look ahead to what top customer service trends are surfacing for 2015 and beyond. Good service — whether it's to answer a customer's question prior to purchase, or help a customer resolve an issue post-purchase should be pain-free, proactive at a minimum and preemptive at best, deeply personalized, and delivered with maximum productivity. Here are 6 top trends - out of a total of 10 - that I am keeping my eye on.

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Self-Service Won’t Win You Customers – Customer Service Will

Self-Service Won’t Win You Customers – Customer Service Will | Guest Service | Scoop.it
Customer empowerment is an important part of the overall customer experience, So why not simply let them help themselves?
James Schreier's insight:

A major challenge in today's world as more and more customers willingly move to online/automated services.

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How Technology Contributes to Customer Experience

How Technology Contributes to Customer Experience | Guest Service | Scoop.it
By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations.
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The Art Of Anticipation: Why Apple Stores' Retail Customer Service Is Better

The Art Of Anticipation: Why Apple Stores' Retail Customer Service Is Better | Guest Service | Scoop.it
To bind customers to you through customer service and the customer experience requires what I call ‘‘The Art of Anticipation.’’ Most any business can pull off satisfactory customer service, or at least can pull it off some of the time.
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13 Startling Customer Service Statistics

13 Startling Customer Service Statistics | Guest Service | Scoop.it
In October, with 2015 lurking just around the corner, it’s frightening to think just how much customer service and the customer experience are impacting the reputation and bottom lines of brands an…

Via Fred Zimny, Denise, Colin Taylor TRG
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Denise's curator insight, November 3, 2014 12:46 PM

You can make a difference! Read our "Zero to Hero" in customer service for some free tips and tricks http://vasoftusa.com/index.php/your-on-your-way/

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What High Performers Want at Work

What High Performers Want at Work | Guest Service | Scoop.it

A high performer can deliver 400% more productivity than the average performer.

Despite this, when most managers look at workforce statistics, all employees tend to be lumped together into a category so broadly defined that it becomes difficult to take meaningful decisions. 

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