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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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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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Lessons learned from two of the best brick & mortar retailers

Lessons learned from two of the best brick & mortar retailers | Guest Service | Scoop.it
The most powerful four Letter word in retail today is “HELP”, not “sell”
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The customer conniption! Identifying the ‘final straw’ moment

The customer conniption! Identifying the ‘final straw’ moment | Guest Service | Scoop.it
This story works as a great reminder that many customers are constantly standing on the edge – they are receiving and accepting experiences that are regularly failing to meet their expectations. However, due to circumstances or lack of reasonable choice, they are still handing you their hard earned cash. The key is, with this being the case, we must always remind ourselves that the customer conniption is never far away – customer relationships are very likely to be very fragile. One little thing, could be the final straw. One little thing, could lead to the customer having a conniption. Spotting that and preventing it from happening may just keep your customer and sustain the future of your business.
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Throw Out The Rule Book To Improve Customer Experience 

Throw Out The Rule Book To Improve Customer Experience  | Guest Service | Scoop.it

““Data alone is chocolate, not chocolate cake. It’s just one ingredient: necessary but not sufficient to obtain business value from many data sources,” said Pratt, chief scientist and co-founder of the software company Quantellia. “Machine learning, artificial intelligence and decision intelligence are needed to extract the full value from investments in big data.”


Via Lorien Pratt
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Lorien Pratt's curator insight, February 9, 11:56 PM

Because you should use a chocolate metaphor whenever possible.

Lorien Pratt's curator insight, February 10, 12:01 AM

Although this Forbes article is from the commercial world, it's even more relevant in politics, where simple rules for contacting constituents quickly become obsolete, and machine learning to automatically create those rules is becoming more and more important.

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Social Media Customer Service - Statistics and Trends [Infographic]

Social Media Customer Service - Statistics and Trends [Infographic] | Guest Service | Scoop.it
Did you know that 90% of businesses is estimated to use social media for customer service by 2020. Check out our new infographic on Social Media Customer Service for latest statistics and trends.
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How to Turn Disagreeable Clients Into Your Best Customers

How to Turn Disagreeable Clients Into Your Best Customers | Guest Service | Scoop.it
Your guide to dealing with difficult customers. Here's how to turn the demanding and disagreeable clients into your best customers.
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Troublesome Trends & Predictions for 2018

Troublesome Trends & Predictions for 2018 | Guest Service | Scoop.it
for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. My concerns only grow as we roll into 2018.
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3 Customer Service Trends To Help You Become Glorious in 2018

3 Customer Service Trends To Help You Become Glorious in 2018 | Guest Service | Scoop.it
New Year 2018 is bringing some important predictions of customer service trends. Check out the future of CES and GDPR, customer data security & many more.
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Customer Service and Business Strategy: Why Connecting Them Leads to Success

Customer Service and Business Strategy: Why Connecting Them Leads to Success | Guest Service | Scoop.it
To some people, the thought of a customer service team and a business strategy group working together could be compared to oil and water. Strategy pros are often the “dreamer” type, thinking big…
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How Data Will Change The Future of Customer Service 

How Data Will Change The Future of Customer Service  | Guest Service | Scoop.it
Companies are getting ahead of customer needs with AI.
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The Fundamentals of Jobs-to-be-Done Theory

The Fundamentals of Jobs-to-be-Done Theory | Guest Service | Scoop.it
With decades of scrutiny and validation in both academic and practitioner settings, the fundamentals of Jobs Theory have withstood the test of time.
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Is It Time For You To Invest In Customer Experience?

Is It Time For You To Invest In Customer Experience? | Guest Service | Scoop.it
Decision to invest in customer experience can make all the difference. From strengthening customer loyalty, to creating a stronger competitive advantage.
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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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What HR could learn from Customer Experience – a people insight and analytics approach

What HR could learn from Customer Experience – a people insight and analytics approach | Guest Service | Scoop.it
The question is “How many managers draw real meaning from employee survey findings and ensure that the voice of their employees is really heard?” How many simply carry on with business as usual and add this score into their mixing pot of measures?
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How to Deeply Understand Customer Pain

How to Deeply Understand Customer Pain | Guest Service | Scoop.it
Understanding the pain of your customer is the beginning of good design. Spending time observing, empathizing, and experiencing customer problems is foundational.
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An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing…

An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing… | Guest Service | Scoop.it
… to Differentiate.
Why is that important? Because according to a 2014 Gartner statistic repeated ad nauseam:

by 2016, 89% of companies expect to compete mostly on the basis of customer experience
Folks, that was two years ago.

Ok, so maybe differentiation is too high a bar for “success.” How about getting tangible benefits? You know, what CEOs are looking for to fund CX initiatives. My study found just 23% of respondents claiming tangible benefits from CX investments.
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Retail Reinvention

Retail Reinvention | Guest Service | Scoop.it
Led by Faith Popcorn – “The Nostradamus of Marketing” – Faith Popcorn's BrainReserve is the leading futurist trend marketing agency for over 40 years.
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How to Leverage Customer Service via Social Media

How to Leverage Customer Service via Social Media | Guest Service | Scoop.it
The social media landscape is changing quickly and customers are using channels to share their experiences. Creating a strong customer service via social media can take your team’s efforts from average to awesome. Use these tips to improve your customer service on social media.
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How To Take Advantage of Automation In Customer Service

How To Take Advantage of Automation In Customer Service | Guest Service | Scoop.it
As our tech savvy world continues to evolve with no sign of slowing down, speed and efficiency are no longer a luxury - they’re expected. Someone can say, automation in customer service should only be used when it will help improve customer experience. Will AI replace the human being for good?
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How To Increase Productivity Within Your Customer Service Team

How To Increase Productivity Within Your Customer Service Team | Guest Service | Scoop.it
The more productive you are with your work, the more time you’ll have to spend however you like. Use these hacks to increase productivity in your team.
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Keep Celebrating Your Customer Service Accomplishments in 2018

Keep Celebrating Your Customer Service Accomplishments in 2018 | Guest Service | Scoop.it
No matter what time of year it is, it always seems appropriate to talk about your past and future customer service accomplishments.
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7 New Year’s Resolutions for your Customer Support Team 

7 New Year’s Resolutions for your Customer Support Team  | Guest Service | Scoop.it
This year it’s time to set some team New Year’s resolutions. Here’s seven totally doable, big impact resolutions you can make with your entire support team.
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If People Buy From People, Why Are We Racing In The Opposite Direction?

If People Buy From People, Why Are We Racing In The Opposite Direction? | Guest Service | Scoop.it
So if the people to people connection is so important, such a vital part of what our customers want, what human beings crave, why are we racing in directions to minimize people to people engagement?
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2018 Customer Experience Trends

2018 Customer Experience Trends | Guest Service | Scoop.it
Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game.
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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
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An absolutely critical message for Guest Service.  Quality managers is a key!

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