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Guest Service
Insights on Customers and Service
Curated by James Schreier
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Do You Trust Your Customers?

Do You Trust Your Customers? | Guest Service | Scoop.it
I was in the retail store of a well-known computer company. Working with a store associate I quickly found what I was looking for. When I asked the young man helping me where to pay for my purchase...
James Schreier's insight:

Powerful example -- even better is the challenge to look at policies and procedures and seriously examine the implications they have on customer perceptions of your business.

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In Search of a Single Customer Profile

In Search of a Single Customer Profile | Guest Service | Scoop.it
Business leaders are trying to find ways to connect individual customers’ different interactions and create a single customer social profile.
James Schreier's insight:

The implications of the continuing growth of social media and customer service issues requires organizations to be constantly monitoring the changing trends.

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Don't Give Consumers Too Many Choices

James Schreier's insight:

Online shoppers love seeing images of products, but when the number of choices is high, visuals become confusing and presentation of the options in text form helps consumers make better decisions, say Claudia Townsend of the University of Miami and Barbara E. Kahn of The Wharton School. A high number of visual options can also prompt consumers to give up trying to choose: Asked to select among 27 types of crackers, participants in an experiment were 5 times more likely to pick “none of the above” if the choices were presented visually rather than in words. Text prompts a slower, more systematic mental-processing style, the researchers say.

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The "5 Guys" Fries Trick That Will Blow Your Mind (And Sales!)

The "5 Guys" Fries Trick That Will Blow Your Mind (And Sales!) | Guest Service | Scoop.it
5 Guys does such an amazing thing, such a cool little business trick, that I didn’t catch on until I really thought about it recently.
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Cisco Takes Customer Listening Seriously

Cisco Takes Customer Listening Seriously | Guest Service | Scoop.it
In this 30-minute webcast, 2013 1to1 Media Customer Champion Karen Mangia, director, Listening Services Center of Excellence at Cisco, will speak to 1to1 Media editor-in-chief Mila D’Antonio, about the company’s enterprise voice of the...
James Schreier's insight:

Interesting that decades at another corporation made "listening" a key corporate strategy -- and part of a national advertising campaign -- it returns.

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Five Social Service Tips for 2014

Five Social Service Tips for 2014 | Guest Service | Scoop.it
Social support that's relevant, timely, and transparent can drive greater customer satisfaction and loyalty. In this In Action guide by 1to1 Media, we offer five social customer service recommendations for contact center leaders to consider.
James Schreier's insight:

Some very good tips in this complimentary download.

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Five Ways to Learn Nothing from Your Customers' Feedback

The case for eschewing the traditional approach to customer satisfaction measurement.
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10 Key Steps to Customer Orientation

10 Key Steps to Customer Orientation | Guest Service | Scoop.it
A step by step guide to adopting a customer orientation strategy and becoming more customer oriented in your business or organization..
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A Shout-Out to the Staff at the Greensboro-High Point Marriott Airport

A Shout-Out to the Staff at the Greensboro-High Point Marriott Airport | Guest Service | Scoop.it

A guest service shout out to the excellent staff.  I arrived several hours later than planned because of a canceled flight.  No desire to go out to dinner so I asked for some "delivery" options other than room service.  They delighted me with some excellent recommendations.  They went above and beyond with a request for a taxi for the next morning -- securing a trusted service that was more car service than taxi.  Other requests were met with equal efficiency and courtesy.  A hotel that I might not visit again because of their internet charges but will likely overlook because of the outstanding staff.

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Customer Experience Management Must be Key Differentiator for Mobile

Customer Experience Management Must be Key Differentiator for Mobile | Guest Service | Scoop.it

For anyone who tracks the mobile services market, what stands out at the moment is that the ability to create differentiated value is becoming harder and harder.


Via Thomas Faltin
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Ask SCORE: How to deal with difficult customers

Ask SCORE: How to deal with difficult customers | Guest Service | Scoop.it

How do you handle the situation when customers are clearly unreasonable in their demands or expectations? The adage “the customer is always right” rings true to a point.

James Schreier's insight:

Valuable lessons that I learned in dealing with customer service issues with two major clients, a casino and a theatre chain -- particularly including the valid point that there are going to be some customers you do not want to keep.  Tough but real....


Dealing with Difficult Customers is one of the most important skills that customer (guest) service workers need -- and one of the most well received of our customer service training programs.

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Using Customer Insights to Bolster Employee Training

Using Customer Insights to Bolster Employee Training | Guest Service | Scoop.it
Customer feedback should be leveraged to best practices and areas of improvement in individual employee performance.
James Schreier's insight:

So true -- and so relevant to why for every organization I've provided guest service training, I've also "worked" customer service positions and thoroughly toured/visited/examined sites.  Explains why I can say I've done a tour of duty as a flight attendant, sold popcorn at a theater, served meals/refilled slot machines at a casino, and more....

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Using Customer Insights to Bolster Employee Training

Using Customer Insights to Bolster Employee Training | Guest Service | Scoop.it
Customer feedback should be leveraged to best practices and areas of improvement in individual employee performance.
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Past Predictions of Future Customer Experiences

Past Predictions of Future Customer Experiences | Guest Service | Scoop.it
Past predictions of future customer experiences: The technological advances we as consumers now take for granted were once nothing but outlandish ideas.
James Schreier's insight:

This has to be posted just because of the title -- but it contains some very good observations that point to the relevance of monitoring trends, innovations, and paradigms shifts to seeing "what's coming."

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Customer Service in the Time of a Data Breach

Customer Service in the Time of a Data Breach | Guest Service | Scoop.it
We all heard the story of the data breach at Target Stores during the holiday shopping season. I’m sure many of you, like me, used a credit or debit card at Target during that time. So simply state...
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Oh, the challenges we face these days....

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4 Tips For Connecting With Your Customers Online

Here are a few tips for connecting with your customers online, whether you're a brick-and-mortar biz owner, an established online consultant.
James Schreier's insight:

Actually pretty basic - but good points!

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Infographics by 1to1 Media

Infographics by 1to1 Media | Guest Service | Scoop.it
Welcome to 1to1 Media's infographics where we bring data visualization to the latest statistics around our monthly feature themes. Look out for a new infographic each month.
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The 10 Most Influential Customer Experience Milestones of 2013

Whether it's the airlines embracing mobile to assist customers, a bad-boy company promising to make over its service standards, or the launch of new technology that will change how consumers pay for everyday retail goods, these 10 customer experience incidents will change the course of how organizations deliver customer experiences. 

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Customer Service Should Be Part Of Your Hiring Process

Customer Service Should Be Part Of Your Hiring Process | Guest Service | Scoop.it

At one time, service was as important as product or price for retailers. The concept of customer service has been so ignored that most consumers do not even recognize it anymore.

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Top 10 Technology Trends for Customer Service in 2014

Top 10 Technology Trends for Customer Service in 2014 | Guest Service | Scoop.it
The key technology trends that will drive best practice customer engagement in 2014.
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A Peek Inside the 2014 Customer Service Toolbox

A Peek Inside the 2014 Customer Service Toolbox | Guest Service | Scoop.it
Customer service seldom ends once the purchase is complete.
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Sales Effectiveness | 3 Essentials for Establishing Successful First Impressions

Sales Effectiveness | 3 Essentials for Establishing Successful First Impressions | Guest Service | Scoop.it
When it comes to first impressions in sales and marketing, products act as the résumé, while service portrays personality.
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6 Social Media Shifts to Prepare for in 2014

6 Social Media Shifts to Prepare for in 2014 | Guest Service | Scoop.it
As social media continues to mature, organizations need to continue investing in social channels and adapt to the occurring shifts.
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