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Guest Service
Insights on Customers and Service
Curated by James Schreier
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How Can eLearning Fix Bad Customer Service (Comcast) | eLearning Mind

How Can eLearning Fix Bad Customer Service (Comcast) | eLearning Mind | Guest Service | Scoop.it
The customer is always right.

Via EDTC@UTB
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Out of the Trenches, Into the Aisles: How Coke, Burberry Derive Devotion Digitally

Out of the Trenches, Into the Aisles: How Coke, Burberry Derive Devotion Digitally | Guest Service | Scoop.it
If colas and coats can claim one thing in common it is this: Two of the best-known makers of each are trying to transform the historic into meteoric through the clever use of digital marketing.
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Give the People What They Want: Customer Choice, Loyalty and Retention

Give the People What They Want: Customer Choice, Loyalty and Retention | Guest Service | Scoop.it
The consumerization of IT and the explosion of mobile devices have created significant expectations in the consumer’s mind. For instance, Strangeloop Networks reports that if a Web page takes longer than three seconds to load, 57 percent of mobile customers will leave the page. And according to MoPowered, 30 percent of customers abandon a transaction if the experience is not mobile-optimized.
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A Look Ahead at Personalization 2.0

A Look Ahead at Personalization 2.0 | Guest Service | Scoop.it
A personalized experience used to be as simple as greeting a customer by name, but as digital and physical experiences merge, the bar for meaningful customer experiences is rising. Companies like Amazon, Starbucks, and Netflix have trained consumers to expect a personalized experience from businesses. And companies that stick with generic messages and experiences risk throwing away money.
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Customer Service Debacle Resolution Teaches Valuable Business Lesson

Customer Service Debacle Resolution Teaches Valuable Business Lesson | Guest Service | Scoop.it
So, Intuit had to make a quick move. They did some things right to bring back many of their customers, which we can learn from.

They acknowledged the problem as they saw the customer comments.
They apologized for it. Very important whenever there is a mistake. This mistake was big enough that the CEO had to make a public apology, which sent a very positive message.
They fixed the problem by offering the refunds and upgrades.
They took accountability. The general manager and CEO’s message was clear that they were taking steps to right the wrong.
They did it quickly. Their fast reaction convinced many of the customers who were thinking of abandoning the software to stay.
James Schreier's insight:

Every successful customer (guest) service training program that I've been involved with has included a major component on dealing with customer dissatisfaction -- closely following exactly the model followed here by Intuit.

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Mobile Customer Engagement | Personalization

Mobile Customer Engagement | Personalization | Guest Service | Scoop.it
Understanding the mobile customer journey can enable companies to provide the types of personalized experiences that strengthen engagement and loyalty
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Social Media Customer Service 101

Social Media Customer Service 101 | Guest Service | Scoop.it
Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?

Via Bonnie Burns
James Schreier's insight:

Very Interesting!

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Russ Merz, Ph.D.'s curator insight, February 22, 2:04 PM

How is your responsiveness to customers on social media impacting your business? Here are some #digital #customer service failures and fixes that might help. 

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Developing An Authentic Customer Service Style: A Requirement For Success In ...

Developing An Authentic Customer Service Style: A Requirement For Success In ... | Guest Service | Scoop.it
Developing an authentic customer service style is a requirement for success with customers in the new economy. Customers in today’s marketplace (including the enormous millennial generation, their Boomer parents and the GenX’ers in the middle) favor...
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7 Steps to Deliver Better Customer Experiences

7 Steps to Deliver Better Customer Experiences | Guest Service | Scoop.it
A surprising thing happened during a recent brainstorming session I led for a retail client.
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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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Teams Score with ‘Fan-Tastic’ Engagement

Teams Score with ‘Fan-Tastic’ Engagement | Guest Service | Scoop.it
Here’s how the Boston Red Sox, Cleveland Cavaliers, San Antonio Spurs, and Maple Leaf Sports and Entertainment are winning the loyalty of today’s interconnected fan.
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How to Stop Survey Score Addiction: Manage and Honor Customers as Assets

How to Stop Survey Score Addiction: Manage and Honor Customers as Assets | Guest Service | Scoop.it

Customers as Assets measure the impact of the end-to-end experience of your business on business growth. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Measuring customers as assets illuminates how customers voted with their feet to a) stay or leave, b) get more or less from you, c) bring others to you

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Turning your customers into a horde of zombie loyalists

Turning your customers into a horde of zombie loyalists | Guest Service | Scoop.it

Today’s interview is with Peter Shankman, an author, entrepreneur, speaker, and worldwide connector. Peter joins me today to talk about his new book: Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fans that not only keep returning to do business with you but also help you massively grow your customer base, brand awareness and revenue.

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5 Ways to Spread Creativity & Happiness Among Employees

5 Ways to Spread Creativity & Happiness Among Employees | Guest Service | Scoop.it
Figuring out how to elicit creativity in the workplace is a challenge that’s been facing employers for many years. There’s a fine balance between letting someone’s imagination run amok versus recognizing original and innovative thinkers who will come up with the best ideas to benefit your business. Finding employees with creativity is a good start, but you also need to know how to harness that power to everyone’s benefit. Here are five tips about how to let your employees’ creativity shine.
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The Sprinkles Approach to Innovating Service

The Sprinkles Approach to Innovating Service | Guest Service | Scoop.it

I am enjoying a love affair with sprinkles!! Not only is it the title of my newest book, it has opened up a fresh and vibrant world of novel ways to turn good service into really special service. It has provided a charming portal into the world of service ingenuity—the type that awes instead of wows; compels a customer story, not just coerces a customer’s return.

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Which airports offer the world's best customer service?

Which airports offer the world's best customer service? | Guest Service | Scoop.it
They might not all have fancy amenities like movie theaters and skating rinks, but these airports know how to treat their passengers right.

Via Paulo Gervasio
James Schreier's insight:

I find this fascinating -- perhaps because of the number of airports I visit.

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Why customer service and branding are the same thing

Why customer service and branding are the same thing | Guest Service | Scoop.it
If you aren't investing in customer service, you're omitting the most influential piece of your brand's story.
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Can Exceptional Customer Service Lead to Higher Conversions?

Can Exceptional Customer Service Lead to Higher Conversions? | Guest Service | Scoop.it
Are marketing and customer service really so distinct? These case studies aim to answer the question, "Can good customer service help increase conversions?"

Via Pantelis Chiotellis
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Pantelis Chiotellis's curator insight, February 5, 9:03 AM

Let’s say a product failed to help hundreds of businesses, but somehow increased conversions for a single site. That product now has enough proof to claim that it increases conversions.

Claims like that need to be taken with a grain of salt, just like the “helps lower cholesterol” banner you find on sugary cereals in the supermarket.

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Ten Best Practices For DIY Customer Service

Ten Best Practices For DIY Customer Service | Guest Service | Scoop.it
Today, more than ever, consumers are asking for and using Do-It-Yourself (DIY) customer service options. It’s a trend fueled by a perfect storm of mobile technology, 24/7/365 connection, and busy l…
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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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