Guest Service
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Guest Service
Insights on Customers and Service
Curated by James Schreier
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Teen Waits On Sobbing Woman At Ice Cream Shop, Then She Asks To Speak To His Boss To Praise Him

Brenden McGee scored his very first after-school job at the age of 16. He had only been working at The Whitey’s Ice Cream shop in Moline, Illinois when his life took an unexpected turn. When a woman drove up to the drive-thru window, Brenden could immediately tell she was crying and upset. In fact, she could hardl
James Schreier's insight:

Interesting from several perspectives, but certainly from a guest service point of view.  From a different perspective, I actually know of a major restaurant chain whose "policy" would dictate terminating the employee -- maybe they've changed their policy!

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Evolving Customer Loyalty Trends Help Facilitate Sustainable Growth

Evolving Customer Loyalty Trends Help Facilitate Sustainable Growth | Guest Service | Scoop.it
Your business needs to operate from a number that can be regularly expected with no profitability beyond sustainability. You as a business owner must know that whatever happens, you’re going to hit that number. Small businesses become massive ones by following strategies that don’t spend beyond a business’s means.
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The four pillars of distinctive customer journeys

The four pillars of distinctive customer journeys | Guest Service | Scoop.it
New research reveals that focus, simplicity, “digital first,” and perceptions matter most.
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What We Learned From Collecting Every Customer Engagement and Loyalty Stat for Three Years

What We Learned From Collecting Every Customer Engagement and Loyalty Stat for Three Years | Guest Service | Scoop.it
We decided that one of the best ways we could assist this crowded industry is to become a hub of engagement and loyalty data from across the US.

So, for the last three years, we've tracked and recorded every publicly available piece of data we could find regarding customer engagement and loyalty. All of it can be found in what we call the Ultimate Collection of Loyalty Statistics.
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Customer Value and Loyalty | CustomerThink

Customer Value and Loyalty | CustomerThink | Guest Service | Scoop.it
To add Customer Value one must be very clear about terminology. Loyalty is often used as a goal. What you should understand is that loyalty is not the same as love. Loyalty is not constant. In the Customer context it really means are we likely to retain the Customer for his next purchase or his next recommendation. A loyal Customer is only loyal at a point in time.
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QBQ! Customer Service Defined: When They Wait On The Porch For You!

QBQ! Customer Service Defined: When They Wait On The Porch For You! | Guest Service | Scoop.it
Great to know there are still people who care! At Zio's Italian Kitchen, server Jed goes the extra mile, providing outstanding customer service!
James Schreier's insight:

I publish, although I don't like it, when there's a horrible guest service story.  I love it when I can publish a story like this.  It reminds of a personal story from decades ago where a gentlemen just moving into his home, bought an air conditioner from me.  His family hadn't arrived yet and he was worried about installing in the window alone.  I simply said:  "My dinner break is at 5 -- if it's OK with you, I'll help you install it then."  Simple, easy, guest service!

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5 Ways to Cultivate Leadership Support for Customer Experience

5 Ways to Cultivate Leadership Support for Customer Experience | Guest Service | Scoop.it
Executive boards and senior leadership teams represent a variety of personalities and management styles, but one thing they definitely have in common is this: they’re busy. A customer experience (CX) program cannot thrive without broad-based organizational support, so here’s how to keep CX front-and-center in the busy lives of leadership teams and sponsors.
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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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She’s On Flight, Suddenly Plane Turns Around & Attendant Asks Her To Get Off. The Reason? WOW!

She’s On Flight, Suddenly Plane Turns Around & Attendant Asks Her To Get Off. The Reason? WOW! | Guest Service | Scoop.it
While finding out a passenger’s son was in a coma, Southwest Airlines did a pretty amazing thing.

Peggy Uhle who was ready to take-off out of Chicago, Illinois, heading to Columbus Ohio. But rather than take off, the plane suddenly turned around. It was now heading all the way back to the gate.
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For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value? | Guest Service | Scoop.it
Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. and making a true emotional connection.
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Use Big Data to Create Value for Customers, Not Just Target Them

Use Big Data to Create Value for Customers, Not Just Target Them | Guest Service | Scoop.it
Think beyond the next transaction.
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This Guy Claims Sony 'Scammed' Him, Shares Customer Service Horror Story

This Guy Claims Sony 'Scammed' Him, Shares Customer Service Horror Story | Guest Service | Scoop.it
Hell hath no fury like a photographer/videographer scorned... by customer service. An alleged Sony Customer Service horror story has surfaced online this w
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Beyond Automation: The Downsides of Humanless Customer Service

Beyond Automation: The Downsides of Humanless Customer Service | Guest Service | Scoop.it
To say that customer service is important is an understatement. According to Parature’s Global Customer Service Report, 97% of consumers in the world find customer service very, or at least somewhat important in their choice of a brand.
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Here’s What 500 People Told Me about Customer Service

Here’s What 500 People Told Me about Customer Service | Guest Service | Scoop.it
Over the last eight weeks I have done Legendary Service customer service training with more than 500 people who all want to improve both internal and external customer service in their organizations. Because I’m a big believer in the concept that no one of us is as smart as all of us, I ask participants…
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Why Everyone at Your Company Needs to Care About Customer Experience

Why Everyone at Your Company Needs to Care About Customer Experience | Guest Service | Scoop.it
Customer experience is the now and future king of marketing—the connection between a positive worker experience and customer experience. That company-customer relationship is made possible by many facets of marketing.
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Beyond Automation: The Downsides of Humanless Customer Service

Beyond Automation: The Downsides of Humanless Customer Service | Guest Service | Scoop.it
We are relying on technology more than ever before; everything from transportation to education is being automated and it’s just a matter of time before low-level and mid-level professions start vanishing.
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If customer satisfaction is not enough, how do we create fans?

If customer satisfaction is not enough, how do we create fans? | Guest Service | Scoop.it
Let’s look first at why customer satisfaction is not enough. Or certainly no longer enough.

Satisfaction used to be the standard. People used to be perfectly happy with ‘satisfied’. But something has changed. In fact, a number of things have changed.
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Customer Experience and HR: It’s Time to Get Together

Customer Experience and HR: It’s Time to Get Together | Guest Service | Scoop.it
For companies that want to deliver a great customer experience, employee engagement is not optional. The good news is that recent Temkin Group research with 300 HR professionals uncovered some reasons to believe HR’s involvement in helping their companies become more customer centric is changing in the right direction
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3 Smart Ways to Reach New Customers, According to a Marketing Expert

3 Smart Ways to Reach New Customers, According to a Marketing Expert | Guest Service | Scoop.it
Jeff Wiss has marketed software for Zendesk, MySQL and more.
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The Key to Great Customer Service: Collaboration | CustomerThink

The Key to Great Customer Service: Collaboration | CustomerThink | Guest Service | Scoop.it
When it comes to creating an exceptional service culture, nothing is more important than a team’s ability to collaborate well.  Both the agent and the customer experience will be exponentially better with 360 degrees of partnership – agents partnering with each other to share knowledge and solve problems, leadership partnering alongside agents to understand the front line, and everyone partnering with customers to foster a meaningful relationship.
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Implications of a Customer-Centric Strategy: 7 Takeaways | CustomerThink

Implications of a Customer-Centric Strategy: 7 Takeaways | CustomerThink | Guest Service | Scoop.it
In this fast-changing world of smart, increasingly demanding and dis-loyal customers and the ubiquitous digital devices they and we all enjoy, one thing is clear – the entire relationship between customers and the companies that wish to serve them has changed.
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Cashier Is Crying When This Rich Mom Used Her As An Example For Failure. Then The Manager Came Up… – CREATIVE IDEAS

Cashier Is Crying When This Rich Mom Used Her As An Example For Failure. Then The Manager Came Up… – CREATIVE IDEAS | Guest Service | Scoop.it
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Little Things Can Make or Break the Consumer Experience

Little Things Can Make or Break the Consumer Experience | Guest Service | Scoop.it

Consider what a single second costs giants like Amazon and Google.

Amazon claims that a one-second slowdown on its pages could cost it $1.6 billion a year. Google has said that slowing pages even 4/10 of a second means losing 8 million searches per day plus all the revenue from its attendant ad messages.

In every interaction between a consumer and a brand, there are probably hundreds of opportunities to sabotage or advance the relationship.

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Hotel clerk goes above and beyond for elderly couple in need, gets thanked in an incredible way

Hotel clerk goes above and beyond for elderly couple in need, gets thanked in an incredible way | Guest Service | Scoop.it
There's a valuable lesson here.
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Four Key Conversations to Help Your Customers Feel Welcome

Four Key Conversations to Help Your Customers Feel Welcome | Guest Service | Scoop.it
One of the perks of my job is that I get to travel to many fabulous places in this country and abroad. In my travels, I have experienced all types of customer service.  On a recent business trip to Iowa, I was told by the woman at the hotel front desk that the pizza at…
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What a good (?) example of horrible customer service and the really easy -- and basic -- steps that should be obvious.

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