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Insights on Customers and Service
Curated by James Schreier
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Which Map Is That: Selecting the Right Customer Journey Map

Which Map Is That: Selecting the Right Customer Journey Map | Guest Service | Scoop.it
In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different types of map, customer journey maps. Of course this makes it confusing when you’re talking to someone about what you’re trying to achieved.
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Redbox Draws Eyeballs with Personalized Data

Redbox Draws Eyeballs with Personalized Data | Guest Service | Scoop.it
The movie rental company bets on hyper-targeted email campaigns to stay relevant in a crowded space.
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15 Stats to Make You Rethink How You Build Customer Engagement and Sales

15 Stats to Make You Rethink How You Build Customer Engagement and Sales | Guest Service | Scoop.it
Customer Behavior - Marketers today are measuring not just quantity of visits but also attention from customers. Here are some recent stats about consumer attention and suggestions for measuring it.
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Fix the Brittle Customer Relationships Affecting Your Bottom Line

Fix the Brittle Customer Relationships Affecting Your Bottom Line | Guest Service | Scoop.it
Customer Relationships - Customer relationships can become brittle or fragile over time. You can measure and offset that brittleness in a variety of ways.
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The Power to Change Your Business is in Your Hands... and Your Customers'

The Power to Change Your Business is in Your Hands... and Your Customers' | Guest Service | Scoop.it
In this eBook, you will find the latest research and best practices to help you close the chasm that is separating your business from your fast-paced
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8 Ways to Optimize For Customer Experience

8 Ways to Optimize For Customer Experience | Guest Service | Scoop.it
Optimizing customer experience is increasingly important. In fact, it frequently sits at the top of priorities for most online marketing strategies.
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The Good, the Bad, and the Ugly: Summer 2015's Most Notable Customer Experiences

Tomorrow brings with it the end of summer, but I'll look back with fondness, as I gave birth to my daughter, Evelyn in July. While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head.
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Don't Talk, Chat: 4 Ways to Tailor Your Customer Service to Millennials

Don't Talk, Chat: 4 Ways to Tailor Your Customer Service to Millennials | Guest Service | Scoop.it
Don't Talk, Chat: 4 Ways to Tailor Your Customer Service to Millennials
Customer Think
Brands concerned with customer service have responded to this generation's needs to the best of their ability… and have gone overboard in the process.
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Why Brands Should Sweat the 'Small Stuff' of Customer Experience

Why Brands Should Sweat the 'Small Stuff' of Customer Experience | Guest Service | Scoop.it
Customer Relationships - The small stuff that brands overlook in customer experience is usually big stuff in their customers' eyes. That small stuff can boost or destroy that relationship.
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Inside the Arby’s Customer Service Blow-up

Inside the Arby’s Customer Service Blow-up | Guest Service | Scoop.it
This is a terrible customer service story.

It’s also not entirely true.
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The Importance of Storytelling

The Importance of Storytelling | Guest Service | Scoop.it
Since the beginning of time, humans have served as storytellers, passing tales down through the generations in an effort to preserve history. But as technology becomes ever more sophisticated, content marketers recognize storytelling as an opportunity to expand brand reach and strengthen customer trust.
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The modern way: 5 ways to truly satisfy your customers

The modern way: 5 ways to truly satisfy your customers | Guest Service | Scoop.it
So how do you ensure that your contact centre adapts to meet the changing needs of the customer and that best practice is being observed?
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Spotlight: Delivering Innovative Customer Experiences via the Cloud

Spotlight: Delivering Innovative Customer Experiences via the Cloud | Guest Service | Scoop.it
A few years ago, it was common for organizational leaders to debate the value of cloud-based solutions, but those days are in the past, maintains Forrester Research analyst Liz Herbert. "Decades of fighting the cloud are over," says Herbert. "The cloud has become the first approach for most solutions, and in some cases, it's the only approach. Now, it's more about deciding which type of cloud—public, private, hybrid, etc.—makes sense for a company's needs."
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Who Ordered the King Salmon?

Who Ordered the King Salmon? | Guest Service | Scoop.it
How many times has this happened to you? You settle into a comfortable booth at the hot new restaurant in town with your partner and two of her favorite friends who are in town, and after reviewing the mouth-watering menu the King salmon spoke to you. Your partner and her friends ordered other fascinating main courses and all of you decided to skip appetizers. The waiter departs quietly to enable you to get to know each other.

Twenty minutes later, deep in stories about how your partner met her friends, the server arrives and asks, “So who ordered the salmon?” All four of you stop, turn to him, and say at the same time, that you had ordered the salmon. Conversation flow, stopped.
James Schreier's insight:

This hits the bullseye!

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Disrupting the Loyalty Program

Disrupting the Loyalty Program | Guest Service | Scoop.it
Merchants must give people a reason to remain loyal to their brands—or risk losing the customers they worked hard to gain. Delivering an authentic brand experience, understanding and meeting your customers' needs, as well as making it easy for customers to interact with your brand are some of the critical factors for building customer loyalty, say industry experts. Here are examples of brands that are taking these lessons to heart.
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Do You Really Know Your Customers? 4 out of 5 Consumers Say No!

Do You Really Know Your Customers? 4 out of 5 Consumers Say No! | Guest Service | Scoop.it
You may think you know your customers, but according to a new study by IBM, nearly 80% of consumers stated that brands really don’t know them. By now you know that this is the age of the empowered consumer. You need your customers more than they need you, but if you don’t really know them, they will quickly find a competitor who does.
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Extreme Idea for Improved Customer Experience

Extreme Idea for Improved Customer Experience | Guest Service | Scoop.it
A few weeks ago my wife and I headed out for a date night to see the latest Mission Impossible movie (great movie BTW). So we had our popcorn bucket, planned to buy our drinks and such at the concession stand but stopped off at our local Walgreens to pick [...]
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Cracking the digital-shopper genome

Cracking the digital-shopper genome | Guest Service | Scoop.it
Companies have more data at their fingertips than ever, so why do online shoppers remain such a mystery? The solution begins with bringing all the information together to form a meaningful picture of the consumer. A McKinsey & Company article.
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People – Never Underestimate How Important They Are in the World of Customer Experience

People – Never Underestimate How Important They Are in the World of Customer Experience | Guest Service | Scoop.it
Many have stated that PEOPLE are the most important asset that an organisation has – I could not agree more. The most customer centric organisations in the world recognise and very much appreciate this fact.
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The New Rules of Automation

The New Rules of Automation | Guest Service | Scoop.it
These seven strategies will help to strike a balance between automation and human intervention.
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Be Our Guest: Perfecting the Art of Customer Service

Want to read all pages of Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book Audio Book just visit this link ...
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Seven Things That Make Consumers Distrust Brand Websites

Seven Things That Make Consumers Distrust Brand Websites | Guest Service | Scoop.it
Web Sites - Consumers say content errors and inaccuracies are the top issues that make them distrust a company's website, according to a recent report from Neustar and the Ponemon Institute.
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12 Rules to End Bad Customer Service – Part 2 | CustomerThink

12 Rules to End Bad Customer Service – Part 2 | CustomerThink | Guest Service | Scoop.it
Once again, time to discuss how to end bad customer service.  Have you followed any of my first 6 rules in Part 1?  I hope so, because I know they work.  Strap yourself in; here’s Part 2.
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Kristi of L.L. Bean Saves the Day!

Kristi of L.L. Bean Saves the Day! | Guest Service | Scoop.it
Outstanding customer service does exist - and its embodied in Kristi of L.L. Bean. She is all about accountability, attitude, and action!
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Are You Seeing Customer’s Lightning or Just Hearing Their Thunder?

Are You Seeing Customer’s Lightning or Just Hearing Their Thunder? | Guest Service | Scoop.it
Why do customers leave? The conventional wisdom is the belief that either the price they had to pay got to high or their needs for the offering changed. And, that is the certainly the sound of their fury upon exit. We also believe that what we hear at account closing or a departing huff is the whole story. It is only thunder—the air rushing back together after their departure. Assume customers’ stated reasons for departure represented only 10% of the whole truth.
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