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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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Three places technology is slowing down customer service interactions

Three places technology is slowing down customer service interactions | Guest Service | Scoop.it
Mapping the agent experience is critical to uncovering the issues hindering fast and efficient customer service. Having been in both the customer service and technology world for several years, I have personally observed three areas in which most of the barriers reside and where I would recommend you concentrate efforts.
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2019 Retail Trends

2019 Retail Trends | Guest Service | Scoop.it
If we don’t look ahead we risk being left in the dust, and perhaps nowhere is that risk greater than with the emergence of Artificial Intelligence (AI) as a practical retail technology.
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This is why your employees cut corners (and what to do about it)

This is why your employees cut corners (and what to do about it) | Guest Service | Scoop.it
It’s not necessarily laziness. Employees may have other reasons for ditching processes.
James Schreier's insight:

Very interesting from several perspectives.  One of the points, that front-line employees see themselves as closer to the needs of customers, is important for customer service!

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Owning The Future Of Retail Loyalty: How Amazon, Ralph Lauren Use Insights To Engage

Owning The Future Of Retail Loyalty: How Amazon, Ralph Lauren Use Insights To Engage | Guest Service | Scoop.it
But the flip side of every challenge is opportunity, and the report makes a good case for retailers. Using examples from Amazon, Ralph Lauren, Alibaba and others, it illustrates how merchants are meeting shoppers’ raised expectations through data insights that help them understand their customers better.
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Measuring What Matters for Positive Customer Outcomes – The End is Insight 

Measuring What Matters for Positive Customer Outcomes – The End is Insight  | Guest Service | Scoop.it
But very much like baseball, they rarely tell the whole story, or even the right story, when it comes to measuring true business success through a customer’s eyes, and their resulting emotions.
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Data Analysis: Consumer Trends in the Retail Industry

Data Analysis: Consumer Trends in the Retail Industry | Guest Service | Scoop.it
From dealing with boycotts and burning shoes to traditional customer care complaints, the retail industry is at the mercy of disgruntled customers.
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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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�� 7 great customer experience innovations from 2018 ��

�� 7 great customer experience innovations from 2018 �� | Guest Service | Scoop.it
Offer a substandard customer experience in 2019 and you won’t make it to 2020 (now finally just around the corner ;) Customer experience is perhaps the thread that binds all our readers. Whether you’re in marketing, strategy, product development or technology. Whether you’re front-line or C-suite. Whichever industry you’re in. Ultimately, everyone in business needs to delight customers.
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6 Digital Experience Mission-Critical Trends

6 Digital Experience Mission-Critical Trends | Guest Service | Scoop.it
six mission-critical trends for digital experience strategy: visionary leadership, customer experience differentiation, brand-customer gap prevention, co-creation of business models, strategic data monetization, and digital empathy.
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Raising the customer experience bar by mapping unexpected journeys

Raising the customer experience bar by mapping unexpected journeys | Guest Service | Scoop.it
The opportunities for companies to provide amazing customer experiences are plentiful; the unfortunate fact is they are often overlooked. In this story, that’s not the case.
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How This Air Force Value Has Led My Company to $5.4 Million in Revenue

How This Air Force Value Has Led My Company to $5.4 Million in Revenue | Guest Service | Scoop.it
Feel empowered to make the best choice and do what's right.
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The Secret Sauce to Customer Experience is a Blend of Four Ingredients

The Secret Sauce to Customer Experience is a Blend of Four Ingredients | Guest Service | Scoop.it
What are the four ingredients required to create a savory customer experience excellence sauce? Well according to a recent global survey conducted by PwC (PriceWaterhouseCoopers), and in keeping with my own experience consulting on customer experience excellence, the ingredients you should stockpile in your business pantry are:

Speed
Convenience
Knowledgeable help
Friendly service
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16 Ways To Make Your Customers Love You

16 Ways To Make Your Customers Love You | Guest Service | Scoop.it
16 Ways To Make Your Customers Love You Are you part of the 78% of business owners who aren't pleased with their conversion rates? Use this ultimate guide to attract more loyal customers.
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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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