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Guest Service
Insights on Customers and Service
Curated by James Schreier
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Beyond the Far Cliffs - Customer Service

Beyond the Far Cliffs - Customer Service | Guest Service | Scoop.it

We've trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs.  Our major customer service clients have included restaurants, theaters, and casinos.  Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.

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3 Situations Where Customers Prefer AI

3 Situations Where Customers Prefer AI | Guest Service | Scoop.it
These days, you can’t turn on the news, listen to your favorite podcast or read an article without hearing about the latest and greatest developments in AI.
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Want happy customers? Focus on happy employees | Organization 

Want happy customers? Focus on happy employees | Organization  | Guest Service | Scoop.it
How do you recognize a customer-centric culture? Employees individually and collectively prioritize customer needs in everything they do.
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Customers Are Digital -- Businesses Are Not

Customers Are Digital -- Businesses Are Not | Guest Service | Scoop.it
People demand flexibility when communicating with businesses.
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Easy Email Inbox: Reply to 3 Types of Messages (and Don’t Sweat the Rest)

Easy Email Inbox: Reply to 3 Types of Messages (and Don’t Sweat the Rest) | Guest Service | Scoop.it
Like the blog comment policy you can create for your community, you can also post guidelines about the types of emails you will and won’t respond to.
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How To Build A Strong Customer Service Culture

How To Build A Strong Customer Service Culture | Guest Service | Scoop.it
Define what great customer service means for your company.
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Need to Improve your Customer Experience? Start by Talking to your Employees

Need to Improve your Customer Experience? Start by Talking to your Employees | Guest Service | Scoop.it
over the last few years, we’re also starting to hear more and more about the Voice of the Employee (VoE) and employee engagement. But a lot of people fail to mention that VoE and VoC have a lot in common, and that a focus on one at the expense of the other, can hinder attempts to improve the customer experience.
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Brand Perception: Modern Customer Service on Twitter Is Also PR

Brand Perception: Modern Customer Service on Twitter Is Also PR | Guest Service | Scoop.it
Much like peanut butter and jelly, social media and customer service is destined for each other. That's why nailing customer service on Twitter is also PR.
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6 Ways to Deal with Angry Customers

6 Ways to Deal with Angry Customers | Guest Service | Scoop.it
Myra Golden’s original video on handling angry customers has been watched more than a million times. Now Myra shares her updated tips for dealing with the most demanding customers..
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How to Create a Personalized Customer Experience

How to Create a Personalized Customer Experience | Guest Service | Scoop.it
Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..
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How companies are using data-driven AI to improve customer experiences

How companies are using data-driven AI to improve customer experiences | Guest Service | Scoop.it
62% of companies consider customer experience to be a major differentiator in the competitive market. Discover how data-driven AI is changing the game!
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16 Customer Service Skills Every Employee Needs

16 Customer Service Skills Every Employee Needs | Guest Service | Scoop.it
There are 16 customer service skills that every employee must master if they are forward-facing with customers.
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Here’s What You Can Learn from Even the Craziest Customer Feedback

Here’s What You Can Learn from Even the Craziest Customer Feedback | Guest Service | Scoop.it

An angry customer screaming over the phone or making a complaint on social media may seem like a lost cause, but even the most eye-bulging, head-scratching feedback can offer some wisdom. Taking a look at some more…colorful feedback, you’ll see some examples of how seeming coals of customer feedback can be transformed into diamonds of insight.

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Customer Experience and Customer Success: What’s the Difference?

Customer Experience and Customer Success: What’s the Difference? | Guest Service | Scoop.it
Controversial? Yes. I think there’s controversy when trying to delineate customer experience with customer service, but the conversations become a bit more heated when it comes to customer experience and customer success.
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5 Ways Kroger’s Investment In Tech And Experience Will Change All Grocery

5 Ways Kroger’s Investment In Tech And Experience Will Change All Grocery | Guest Service | Scoop.it
The nation’s largest traditional supermarket chain is investing to meet shopper expectations for better service, experiences, quality and price across various fronts, from in-store dining to robot delivery.
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This Is What Jeff Bezos Does When Amazon Gets His Order Wrong

This Is What Jeff Bezos Does When Amazon Gets His Order Wrong | Guest Service | Scoop.it
Yes, Amazon even gets its famous founder's orders wrong once in a while. Here's what Bezos does when that happens.
James Schreier's insight:

Nice evidence that some classic techniques are still solid today!

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Social Sentiment and the Travel & Hospitality Industry – Our Newest Report

Social Sentiment and the Travel & Hospitality Industry – Our Newest Report | Guest Service | Scoop.it
For industries - like travel and hospitality - where word of mouth is crucial, sentiment analysis is as well. Here's our latest report to illustrate why.
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What Customers Want Today. (And How to Give It To Them!)

What Customers Want Today. (And How to Give It To Them!) | Guest Service | Scoop.it
As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want.
I’m always trying to understand exactly what their preferences are today, and where these may be going. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas.
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Walt Disney's Disneyland is a master class in experience design

Walt Disney's Disneyland is a master class in experience design | Guest Service | Scoop.it
Disneyland is a masterpiece of user experience and urban design–all conceived to help you open your wallet.
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How Much Time Should CEOs Spend with Customers?

How Much Time Should CEOs Spend with Customers? | Guest Service | Scoop.it
CEOs set the tone and priorities for any company. If they’re not making time for customers, it’s hard to see other employees feeling empowered to do the same. The only way to understand customers is by spending time with them and deeply understanding the problems they want to solve and how these are evolving over time.
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Delivering Remarkable Experiences Is How You Win More Customers

Delivering Remarkable Experiences Is How You Win More Customers | Guest Service | Scoop.it
Data shows that customer experience will soon trump both product and price as the key brand differentiator by the year 2020. That same study also showed that 86 percent of buyers will pay more for a customer experience.
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5 Ways to Develop Consistency in Customer Relationships

5 Ways to Develop Consistency in Customer Relationships | Guest Service | Scoop.it
The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time..
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Why 99.9% Customer Satisfaction is Not Good Enough

Why 99.9% Customer Satisfaction is Not Good Enough | Guest Service | Scoop.it
Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..
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Humanity 101: 5 Essentials for Getting Customer Experience Right

Humanity 101: 5 Essentials for Getting Customer Experience Right | Guest Service | Scoop.it
Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to feel, while getting what they need
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An Invisible Rating System At Your Favorite Chain Restaurant Is Costing Your Server

An Invisible Rating System At Your Favorite Chain Restaurant Is Costing Your Server | Guest Service | Scoop.it
In data-hungry, tech-happy chain restaurants, customers are rating their servers using tabletop tablets, not realizing those ratings can put jobs at risk.
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James Schreier's curator insight, July 2, 5:39 AM

Very interesting, with some indications of understanding "what might happen next?" Would be a great topic for further exploration.

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Are You a Customer Service Hero, Villain or Problem Solver?

Are You a Customer Service Hero, Villain or Problem Solver? | Guest Service | Scoop.it
I’ve been in the customer service industry in one form or another for most of my career and learned a sure-fire way to deal with the different interactions we face each day – be an actor!

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