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Guest Service
Insights on Customers and Service
Curated by James Schreier
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ScottishPower told 'treat customers with respect' or face sales ban

ScottishPower told 'treat customers with respect' or face sales ban | Guest Service | Scoop.it
ScottishPower must clean up the way it treats its customers or face a lengthy sales ban, energy regulator Ofgem has said.
James Schreier's insight:

Fascinating -- "required" good service!

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5 Sure-Fire Ways to Improve Your Customer Service Skills

5 Sure-Fire Ways to Improve Your Customer Service Skills | Guest Service | Scoop.it
5 Sure-Fire Ways to Improve Your Customer Service Skills Customer Think Whether it's that chewing-gum-swinging-teenager scowling as you return an item of clothing, or the multinational brand refusing to answer questions via Twitter, terrible...
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Is Your Business Losing Customers? Look To The Little Things

Is Your Business Losing Customers? Look To The Little Things | Guest Service | Scoop.it
If your service business is "mostly great" - that could be worse than bad.
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Why Cirque du Soleil is Your New Challenge

Why Cirque du Soleil is Your New Challenge | Guest Service | Scoop.it
Welcome to the new kid on the service exemplar block. Cirque du Soleil. And, their formula for success is not just an over-the-top attitude of great service. It is total sensory emersion. All their customers’ senses are plunged headlong into a cavalcade of theatrical delight. The payoff? Over 100 million people have seen a Cirque du Soleil performance; 15 million last year.
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Boo! Stop Scaring Your Customers Away With Bad Customer Service

Boo! Stop Scaring Your Customers Away With Bad Customer Service | Guest Service | Scoop.it
This time of year, being scared is generally a good thing. Haunted houses, scary movies, ghost tours: a good fright is what everyone is after…unless you’re running a business. The last thing you …
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The Journey to Customer-Centric Success — 9 Key Insights from Hooked On Customers Summit

The Journey to Customer-Centric Success — 9 Key Insights from Hooked On Customers Summit | Guest Service | Scoop.it
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7 Things Your Customer Service Team Is Probably Doing Wrong

7 Things Your Customer Service Team Is Probably Doing Wrong | Guest Service | Scoop.it
Customer service is one of the most important aspects of your business. Having good customer service will increase your sales by creating repeat customers and fans of your business.
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Woman Leaves Bad Online Review, The Owner Finds Out And Responds

Woman Leaves Bad Online Review, The Owner Finds Out And Responds | Guest Service | Scoop.it
Now this picture is something else...
James Schreier's insight:

This is fascinating -- from so many perspectives.

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Customer Experience Innovation? I do not think it means what you think it means...

Customer Experience Innovation? I do not think it means what you think it means... | Guest Service | Scoop.it

While the word “Innovation” is thrown around an awful lot in the business world, I do wonder how often it’s used in the context of transformative or disruptive innovation, as innovation is more typically understood by the likes of entrepreneurs and consumers.

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The 5 kinds of customer success

The 5 kinds of customer success | Guest Service | Scoop.it
I hope you didn’t miss the Salesforce.com Dreamforce keynote this week in San Francisco. It’s probably the most entertaining 2 hours you’ll spend in the enterprise technology business all year.  I ...
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Customer Retention: The Science Of Keeping Your Customers Coming Back

Customer Retention: The Science Of Keeping Your Customers Coming Back | Guest Service | Scoop.it
Acquiring new customers is a costly process.
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White Paper: The Customer Dance - When to Lead, When to Follow

White Paper: The Customer Dance - When to Lead, When to Follow | Guest Service | Scoop.it
This white paper outlines the critical need to differentiate by incorporating the customer experience into branding efforts, particularly online.
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Five ways to keep your customers coming back time and time again

Five ways to keep your customers coming back time and time again | Guest Service | Scoop.it
Five ways to keep your customers coming back time and time again
This is Money
It's smart to be asking about building up repeat business.
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How Hospitality And Customer Service Experts Hire For Customer Service

How Hospitality And Customer Service Experts Hire For Customer Service | Guest Service | Scoop.it
In a people-oriented business–a business dependent on customer service and the customer experience–you have to have to know how to hire the right employees. Without such employees, you’re out of luck and will soon be out of business.
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Gas station remains throwback to time when customer service was king

Gas station remains throwback to time when customer service was king | Guest Service | Scoop.it
A gas station in west Houston is keeping in line with customer service from a time gone by. The station on Memorial has served customers in much the same way since 1971
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Louisiana McDonald's drive-thru worker uses radio-worthy talents

Louisiana McDonald's drive-thru worker uses radio-worthy talents | Guest Service | Scoop.it
Joseph Hartstine, the ditty-singing drive-thru worker, has reportedly made the McDonald's eatery on Cities Service Highway, in Sulphur, a must-stop destination.
James Schreier's insight:

Love stories of individuals who make a difference.  I  have visited a local fast food restaurant a couple extra times recently because of a server who's just clearly dedicated to provide basic service with a bit of a different in his attitude.

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Slow Down Like Starbucks: Great Customer Service Is Fast, But Never Rushed

Slow Down Like Starbucks: Great Customer Service Is Fast, But Never Rushed | Guest Service | Scoop.it
Customer expectations for speed of service have grown frenzied thanks to mobile and amazon.com and Starbucks, and are even more intense among the millennial generation of customers. (Millennials are the  biggest generation in history.
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Lessons on Using Info-Sense to Drive Sales

Lessons on Using Info-Sense to Drive Sales | Guest Service | Scoop.it
VideoCall it the Amazon effect. According to a study by IBM, 76% of consumers expect organizations to understand their individual needs.
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McDonald's tries to build better customer service

McDonald's tries to build better customer service | Guest Service | Scoop.it
The mission is especially important as the chain grapples with its longest sales slump in more than a decade.
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Clever Or Creepy? Keeping Your Customer Service From Crossing The Line

Clever Or Creepy? Keeping Your Customer Service From Crossing The Line | Guest Service | Scoop.it
Being just a hair too clever can backfire when you're running a business that exists in physical space.  Making use of customer information you've captured digitally, in a way that would seem OK to a customer shopping online–alone and protected by...
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4 Inspiring Customer Experience Examples

4 Inspiring Customer Experience Examples | Guest Service | Scoop.it
Every once and a while I hear a story about a brand delivering an incredible customer experience. Sometimes the experience described is carefully planned, orchestrated and executed. In other cases, the customer experience captured is spontaneous and organic.
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The 80s Called. They Want Their Customer Service Back

The 80s Called. They Want Their Customer Service Back | Guest Service | Scoop.it

Dude, the 80s called. They want their customer service back. Let’s accept the charges and return it promptly.

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The #Customer #Experience Management Lesson

The #Customer #Experience Management Lesson | Guest Service | Scoop.it
let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, October 12, 2014 7:17 PM

As Lynn correctly points out:


"When you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what #customer #experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to."


Technology is certainly an important tool to mine #data and provide immediate access to insight, but it will take a proper customer journey mapping to understand the goals, needs and overall touch points your customers are engaged with your brand. Then make sure all levels of your organization understand how their involvement impact the customer journey.


In a recent experience, which brand delighted you?


Similarly, share a recent poor experience?

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Indy airport introduces customer service robot

Have you ever gotten to the airport and been a little confused about where to go and what to do?
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Home Depot Finally Emails Customers to Inform Them of Credit Card Hack

Home Depot Finally Emails Customers to Inform Them of Credit Card Hack | Guest Service | Scoop.it

Home Depot has finally started to email customers to inform them of a major security breach — one that was first reported in early September.

James Schreier's insight:

These continuing "incidents" with credit cards, food safety, etc. are continuing to demonstrate how organizations fail to view things from the customer perspective.

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