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Customers Care More About a Line’s Length than How Fast It Moves

A word of caution to companies that pool their customers into one queue with multiple servers: In deciding whether to join a line, customers care a lot more about line length than number of servers. Even if it’s moving quickly, a long line can put customers off, according to a team led by Yina Lu of Columbia University. The team’s study of supermarket customers showed that a line of 10 people can have a large impact on purchases, and increasing the queue length from 10 to 15 customers would lead to a 10% drop in sales.


SOURCE: Measuring the Effect of Queues on Customer Purchases

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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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The myth of the retail apocalypse | CustomerThink

The myth of the retail apocalypse | CustomerThink | Guest Service | Scoop.it
Massive retail store closings and bankruptcies are causing concern, hype, and a little bit of over-reaction throughout the industry. While any growth-oriented enterprise will be rightfully concerned about the shrinkage, jumping to conclusions about a “retail apocalypse” is dangerous, and it’s even more dangerous to point fingers and lay blame where it is not deserved. What’s going on currently in retail is not an apocalypse, it’s a correction. It’s not the Internet’s fault. It’s not Amazon’s fault. Dotcommers are not taking over the world.
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Outstanding Organizations Know It's NEVER About The Pickle - QBQ!

Outstanding Organizations Know It's NEVER About The Pickle - QBQ! | Guest Service | Scoop.it
Paying customers have options; we vote with our dollars—Every. Single. Day. Outstanding organizations NEVER forget who pays the bills!
James Schreier's insight:

One of the many interesting points I learned from my work with organizations, primarily in the entertainment area, was that "best customer service" stories from people more often came from how an organization responded to a problem or complaint.  Those became the most memorable stories for many.  Certainly true for me as in one case it created decades long loyalty to one fast-food restaurant from just a simple moment of good service!  Now here's a story being told that could change some people's perceptions of JJ -- perhaps ownership will see this story and address it with the franchisee!

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Three Weird Customer Insights That Led To Kick-Ass Products

Three Weird Customer Insights That Led To Kick-Ass Products | Guest Service | Scoop.it
Nailing the right product is hard. Sometimes you have to think outside the box to gather customer insights—before they even become customers.
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The Importance of Customer Satisfaction | Customer Happiness Blog

The Importance of Customer Satisfaction | Customer Happiness Blog | Guest Service | Scoop.it
Whether you’re in a B2B or B2C, at the end of the day, you’re living in a H2H world..human to human. That’s where the importance of customer satisfaction.
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5 Reasons Why Old School Customer Service Still Shines

5 Reasons Why Old School Customer Service Still Shines | Guest Service | Scoop.it
Despite the latest advances in technology customers still appreciate good old-fashioned customer service..
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Know Your Customers Better Than They Know Themselves: The Key to Customer Loyalty

Know Your Customers Better Than They Know Themselves: The Key to Customer Loyalty | Guest Service | Scoop.it
Here's why you need to know enough about your customers to provide personalized experiences. Because those experiences make customers loyal - and that loyalty results in excellent ROI.
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Customer Experience 2017 Reality Check – Evolution or Revolution?

Customer Experience 2017 Reality Check – Evolution or Revolution? | Guest Service | Scoop.it
That brings me to the title of this post – is it time to have a 2017 CX reality check? I will often describe CX as an ‘evolving’ profession. If we look at how far the profession has come since Jeanne  and Bruce turned it into one only 6 years ago, it is hard to argue that it is evolving.
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Customer Service Quote

Customer Service Quote | Guest Service | Scoop.it
“ Customer service is just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity. ”

 
~Quote by Leon Gorman
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10 Customer Experience Mistakes You Should Avoid

10 Customer Experience Mistakes You Should Avoid | Guest Service | Scoop.it
It is has become very important that brands begin to evaluate the experience of their customers right from the very first touch point. Understanding the current experience will shade light into those shadowy areas where improvements should be made. To help with that, here are 10 common mistakes that could be ruining your customers’ experience.
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Humanizing Customer Service

Humanizing Customer Service | Guest Service | Scoop.it
The more appreciated customer feels the more likely they’ll be back again. Humanizing customer service isn’t rocket science and it can be pretty beneficial.
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Value Creation: CEOs Must Tip the Balance Towards Retention

Value Creation: CEOs Must Tip the Balance Towards Retention | Guest Service | Scoop.it
Curt Fowler wrote in the Moultrie Observer on Driving Growth through Customer Excellence. He quoted HBR in Zero Defections stating that a 5% increase in Customer retention can increase profits up to 75%. In retail, they find a 1% increase in retained customers can increase revenue by 10%. Gartner estimated that 80% of your future revenues will come from just 20% of your existing customers.
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Are You Asking Customers Too Many Questions? Try Just Two

Are You Asking Customers Too Many Questions? Try Just Two | Guest Service | Scoop.it
Customer feedback plays a central role in customer-focused programs. Last month, I argued that we need fewer questions in our customer survey. In this post, I will present a new customer survey method that only has only two (2) open-ended questions.
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Disneyland: Why Waste Resources on Things Customers Can’t Recall

Disneyland: Why Waste Resources on Things Customers Can’t Recall | Guest Service | Scoop.it
There were many laughs and lots of effort expended during this vacation, but there was one defining moment. We all found it to be the most memorable and joyful – the photo opportunity at breakfast with all the Disney characters at the Disneyland Hotel restaurant.
James Schreier's insight:

Very interesting view -- interesting question.  It's counter, however, to my lifelong experiences and the experiences of my family at Disney World -- where hotels, rides, and more were exceptional.

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Great Managers Aren't Born -- They're Trained

Great Managers Aren't Born -- They're Trained | Guest Service | Scoop.it
Productivity is the best and most immediate indicator of training impact. If you send someone to training, increased productivity can happen as fast as the next week or the next month. That’s where your business case should focus
James Schreier's insight:

An absolutely critical message for Guest Service.  Quality managers is a key!

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Attractology and Business

Attractology and Business | Guest Service | Scoop.it
Businesses have to understand how the law of attraction applies to them;

You don’t attract Customers by telling them what you are or what you are providing.

You attract Customers by how you are perceived. You, of course, include you, your products and your services.

That brings us to Reality vs. Perception. Rory Sutherland suggests that we fail to realise the difference between what something is, what it means and how it is perceived.
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Customer Service Tip: The Power of Observation

Customer Service Tip: The Power of Observation | Guest Service | Scoop.it
Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience..
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CX Transformation Benchmark Study

CX Transformation Benchmark Study | Guest Service | Scoop.it
The combined results of those two waves of research tell a very revealing, two-sided story of current state customer experiences and expectations for emerging omnichannel services.
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Playing the Long Game: What I Learned from the Best Customer Experience of My Life

Playing the Long Game: What I Learned from the Best Customer Experience of My Life | Guest Service | Scoop.it
He did it beautifully… and got me thinking about new ways that we can play the long game in our business and customer support.

How can we surprise and delight our customers and have them come back not just for the quality of the product but for the experience, the community and the feeling we create?
James Schreier's insight:

I especially love this story because one of my favorite customer service horror stories, from expert Rick Tate, is from a "rules are rules" ice cream store.

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How Trader Joe’s provides EXCELLENT Customer Experience CONSISTENTLY – 4 Key Takeaways

How Trader Joe’s provides EXCELLENT Customer Experience CONSISTENTLY – 4 Key Takeaways | Guest Service | Scoop.it
Now, why did Trader Joe’s rank so high in customer satisfaction? The grocery store secured the highest rating in atmosphere and fast checkouts and clinched second on cleanliness, courteous staff, merchandise selection and accurate pricing. That’s just looking at the quantitative results. Trader Joe’s has also done a lot in terms of surpassing customer expectations and keeping them content.
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Rescooped by James Schreier from T.I.P.S. Tracking
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“Faux Innovation” and Other Discontents

“Faux Innovation” and Other Discontents | Guest Service | Scoop.it
After digging a little deeper, I think I uncovered the source of the frustration — there was no real evidence that the desire for innovation was being met with meaningful adoption or implementation.
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Are You a Leader of a Follower? Why Customer Experience Needs Good, Strong Leadership

Are You a Leader of a Follower? Why Customer Experience Needs Good, Strong Leadership | Guest Service | Scoop.it
Organisations that are not customer centric do not have leaders who believe in the customer. If they did, the organisation would be customer centric. In my mind, it is that simple.
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Exceeding Expectations: Should You Focus On It With Your Customers?

Exceeding Expectations: Should You Focus On It With Your Customers? | Guest Service | Scoop.it
Every day we get the chance to go above and beyond for customers. But should we? We explore the benefits & risks of exceeding expectations of customers.
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Five Ways to Humanize Customer Service

Five Ways to Humanize Customer Service | Guest Service | Scoop.it
Start with Vision
Unite your team with a shared definition of outstanding customer service, called a customer service vision.

The vision should focus the team on people, not transactions.
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Soft skills: Why Customer Service Teams Should Improve Them

Soft skills: Why Customer Service Teams Should Improve Them | Guest Service | Scoop.it
Soft skills are much more than just being nice. They aren’t easily acquired and not everyone has them, but it's important to understand the value of them.
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