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Guest Service
Insights on Customers and Service
Curated by James Schreier
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What Is The Future Role of Consumer Trust? |

What Is The Future Role of Consumer Trust? | | Guest Service | Scoop.it

Most would agree that trust is critical to establishing, building, and sustaining positive and value-based customer relationships. It is the connective tissue that holds customers, brands, and enterprises together; and, without trust, these connections would quickly dissolve.

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This is Probably a Good Time to Say That I Don’t Believe Robots Will Eat All the Jobs

This is Probably a Good Time to Say That I Don’t Believe Robots Will Eat All the Jobs | Guest Service | Scoop.it

One of the most interesting topics in modern times is the “robots eat all the jobs” thesis. It boils down to this: Computers can increasingly substitute for human labor, thus displacing jobs and creating unemployment. Your job, and every job, goes to a machine.

James Schreier's insight:

This is an interesting topic -- but also one that should really be prompting some serious strategic thinking/discussion in many organizations.

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Create Better Customer Outcomes through Journey Mapping Workshops

Create Better Customer Outcomes through Journey Mapping Workshops | Guest Service | Scoop.it

Call center managers have seen it before. Customers form an expectation from your sales channel or marketing literature, receive a different experience through operations, and then call your contact center where they may receive a third perspective.


It’s the setup for a rough call, and an even rougher customer experience. But it doesn’t have to be that way.


Great companies have found a way to create a consistent end-to-end experience. They align their silos, creating a consistent experience from start to finish. How do they do it?


Enter customer journey mapping.

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Customer Lifetime Value Prioritizes Customer Experience Management

Customer Lifetime Value Prioritizes Customer Experience Management | Guest Service | Scoop.it

Money talks. It motivates. It prioritizes. Money enables jobs and guides how we do them. So it only makes sense to allocate our efforts according to the source of money: customers. This is what customer lifetime value is about: giving the strongest voice in what gets done to customers who provide the greatest value to your company — and accordingly, creating the greatest value for them.

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19 Signs Customers Are Just Not That Into You

19 Signs Customers Are Just Not That Into You | Guest Service | Scoop.it

Have you ever wondered, where did all the customers go?

Gosh, let's hope not! But stick with me here. Do you constantly scratch your head about lost customers, wondering where they went and why? Is acquiring new customers becoming a challenge?

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Digital Self Service | The Results Are in: Efficiency Tops Personalization

Digital Self Service | The Results Are in: Efficiency Tops Personalization | Guest Service | Scoop.it
A new Google survey points to how most consumers value efficiency over personalization when contacting companies for support.
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Measuring Customer Experience One Step at a Time

Measuring Customer Experience One Step at a Time | Guest Service | Scoop.it

There are those who say you cannot measure customer experience. What they are saying is “hire me to improve customer experience but don’t ask me how it will impact your business with any hard numbers.”

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McDonalds and the 100 year old woman — a story of customer empathy, kindness & caring

McDonalds and the 100 year old woman — a story of customer empathy, kindness & caring | Guest Service | Scoop.it

I am sure you are finding this all very interesting, but what has this got to do with McDonalds and the subject of Customer Experience? 

James Schreier's insight:

What a wonderful story of customer service and well worth the introductory background material.

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How to Deal With Irate Customers

How to Deal With Irate Customers | Guest Service | Scoop.it
Dealing with irate customers is one of the most pressure-packed expriences you will ever encounter on any job.
James Schreier's insight:

Excellent article about one of the toughest guest (customer) service issues.  One thing to stress is that frontline staff can be trained to practice these principles.  http://farcliffs.com/training/customer-service/

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Top 10 Tips For Excellent Customer Service

Top 10 Tips For Excellent Customer Service | Guest Service | Scoop.it
The following ten tips will help ensure you offer the kind of excellent service that your customers truly deserve.
James Schreier's insight:

Basic but accurate and worth repeating!

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Firm digs deep to gain, keep customer loyalty

Firm digs deep to gain, keep customer loyalty | Guest Service | Scoop.it

Accumulate enough points as a Starwood Preferred Guest at one of its hotels and resorts and, in addition to earning a free room, Starwood offers its...

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The 5 Best Ways To Deal With An Upset Customer

The 5 Best Ways To Deal With An Upset Customer | Guest Service | Scoop.it
The 5 Best Ways To Deal With An Upset Customer
Hospitality Net
Regardless of your business there will be the inevitable situation where a customer is dissatisfied with your product or service.
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Integrated Marketing

1to1 Media, Marketo, and Revana explain how gathering, analyzing, and acting on the full stream of data that’s shared by customers, can enable companies to craft successful integrated marketing strategies that engage and drive sales
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Three Social Customer Care Trends You Can’t Ignore

Three Social Customer Care Trends You Can’t Ignore | Guest Service | Scoop.it

Here’s a breakdown of three big trends revealed in the report. If your company serves its customers through social media, you'll want to know about these.

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The Mass Extinction of Loyal Customers

The Mass Extinction of Loyal Customers | Guest Service | Scoop.it

Do truly loyal customers actually exist? I argue the answer is no.

Before you start quoting Steve Jobs and proclaiming your allegiance to the almighty Apple, please consider this:

James Schreier's insight:

This article should be causing anyone leading or managing customer (guest) service to do some serious thinking - strategic thinking.

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Why Silos Suck: Break Down Organizational Barriers for a Better Customer Experience

Why Silos Suck: Break Down Organizational Barriers for a Better Customer Experience | Guest Service | Scoop.it

Most large companies (and many that are mid-size or even small) have been struggling to overcome customer service and data silos for decades.


Sadly, this problem – in spite of it being widely recognized as one of the biggest barriers when it comes to delivering a consistent end-to-end customer experience – hasn’t gone away. And it won’t, until a true outside-in view of the experience from your customers perspective is used to see precisely where barriers and pain exist as they attempt to cross silos in an attempt to reach their goals, and changes are made as a result.

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Things That Customers Hate About Customer Service

Things That Customers Hate About Customer Service | Guest Service | Scoop.it

Business experts say that entrepreneurs should not sit around and wait for a bad customer experience to happen and THEN react. They must know about the customer support disasters, beforehand, so that they can do something for it.

James Schreier's insight:

In decades of customer service training, I've discovered (as have clients) that training for dealing with bad experiences is equally important (sometimes more than...) to training for the basics of good service.

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Customer Analytics and the Winning Element Behind Successful Service

Customer Analytics and the Winning Element Behind Successful Service | Guest Service | Scoop.it

Consumer data stands as an essential building block for creating a solid customer experience. With the constant influx of insight, companies now have the ability to tap into behavioral data, thereby using this information to boost relevance and segmentation. However, to succeed in this space, brands must implement strong analytics systems that allow the entire organization to take advantage of this insight and improve enterprisewide performance.

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Feelings and Emotional Underpinnings: What Are Their Real Implications in the B2B and B2C Customer Experience Journey?

Feelings and Emotional Underpinnings: What Are Their Real Implications in the B2B and B2C Customer Experience Journey? | Guest Service | Scoop.it

Customers, whether they are business-to-consumer or business-to-business, can have a range of perceptions about the tangible and intangible elements of their customer journey, and the individual, component elements of experience, or, indeed, a single transaction.  Underlying their positive, neutral, or negative perceptions, and the potential downstream actions they influence, are feelings and, even deeper, emotions.

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Your Product, Future and Employees: Three Customer Experience Pillars of Growth

Your Product, Future and Employees: Three Customer Experience Pillars of Growth | Guest Service | Scoop.it
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82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree

82% of Retailers Believe they Provide a High Level of Customer Experience, but 72% of Consumers Disagree | Guest Service | Scoop.it
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How to Become a Customer Service Hero

How to Become a Customer Service Hero | Guest Service | Scoop.it

Can you step up to the mark and become a customer service hero?

James Schreier's insight:

Good example -- great to the point.

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How Data Visualization Answered One of Retail's Most Vexing Questions

How Data Visualization Answered One of Retail's Most Vexing Questions | Guest Service | Scoop.it
But raised a host of new ones.
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Turn Customers into Evangelists: The Magic of Surprise in Guest Services

In this five-minute video montage, watch how attendees at the 2014 Vermont Travel Industry Conference learned about guest service in a very surprising way. Redpoint co-owner Christina Miranda...
James Schreier's insight:

Brilliant -- and something I'll be using in any future Guest Service training programs.  And I need to state clearly that this is something that I know from experience and workshops that Disney is great at doing.

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Spirit Airlines Sees All Those Passenger Complaints as Mere Misunderstandings

Spirit Airlines Sees All Those Passenger Complaints as Mere Misunderstandings | Guest Service | Scoop.it
The low-cost carrier draws three times more complaints to federal transportation officials than any other airline
James Schreier's insight:

Fascinating...

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