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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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Guest Service
Insights on Customers and Service
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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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Infographic: We expect a personalized experience

Infographic: We expect a personalized experience | Guest Service | Scoop.it
It was no surprise to see that personalization was one of the customer expectations that will likely have the greatest impact on business in the future.
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4 Customer Service Lessons From ... An Airline?!

4 Customer Service Lessons From ... An Airline?! | Guest Service | Scoop.it
Had problems with the airline industry? Most have. And it seems all we hear is the negative. Read on for 4 lessons on outstanding customer service that can be applied in ANY industry.
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What's Poor Customer Service Costing You?

What's Poor Customer Service Costing You? | Guest Service | Scoop.it
Our Legendary Service training program teaches your people how to consistently deliver exceptional service that will keep your customers coming back and creates a real competitive edge for your organization.
James Schreier's insight:

I was certified and trained in the original Legendary Service program by its authors, including Ken Blanchard. I presented the program to 100's of participants, primarily in the entertainment industry.

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Is “Agile” the Key to Customer Experience Success?

Is “Agile” the Key to Customer Experience Success? | Guest Service | Scoop.it
Some believe that Customer Experience will become CRM Mark 2 – i.e. Being the next big thing, being the target for technology vendors promising the holy grail yet business being disappointed with the results. Look at Bob Thompson’s great piece published on February 7th and the commentary and discussions that followed – 93% of Customer Experience Initiatives are Failing…
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Take an Inside-Out Approach to Improving Customer Service Scores

Take an Inside-Out Approach to Improving Customer Service Scores | Guest Service | Scoop.it
Many events can trigger a customer service audit, says Kathy Cuff, co-creator of The Ken Blanchard Companies new Legendary Service training program. “One of the times companies need to review the quality of their customer service is when they are trying to create a culture of service across the entire organization. That could be because…
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What Do Customer Satisfaction Metrics Really Measure?

What Do Customer Satisfaction Metrics Really Measure? | Guest Service | Scoop.it
Measuring customer happiness is the purest method of knowing if your support team is succeeding. Read the overview of these important customer satisfaction metrics and the role they play in your company’s success.
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3 Ways Senior Leaders Can Improve Customer Service in their Organizations

3 Ways Senior Leaders Can Improve Customer Service in their Organizations | Guest Service | Scoop.it
In a recent video interview, Kathy Cuff, co-creator of The Ken Blanchard Companies’ new Legendary Service program, identifies three ways senior leaders can help create a culture of service in their organization. See service as everyone’s job Cuff recommends that organizational leaders begin by expanding responsibility for customer service to everyone in the organization—not limiting…
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Why Retail Businesses Must Make Service Innovation Their Top Priority

Why Retail Businesses Must Make Service Innovation Their Top Priority | Guest Service | Scoop.it
Retail businesses that expect to remain relevant and strengthen their brand presence in the coming years must look for creative ways to enhance the service experience for their customers. In order to prevent a repeat of 2017 retailers will have to enhance the customer experience, or risk losing more ground to ecommerce.
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Six Leadership Levers to Create the Customer-Centered Culture 

Six Leadership Levers to Create the Customer-Centered Culture  | Guest Service | Scoop.it
Enlightened leaders who actually have a passion to create customer joy may be an endangered species but they do exist. If you are one, how do you cut through the bull and warmed-over platitudes and turn aspiration into reality?

The first steps a leader can take to actually achieve sustainable enterprise-wide customer focus and organization success include a strong readiness to:
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5 Tips For Creating Customer Feedback Surveys

5 Tips For Creating Customer Feedback Surveys | Guest Service | Scoop.it
There are a variety of techniques for you to use to get people to take your survey and to maximize the quality of the answers you receive.
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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
I find it strange that employee surveys haven’t been given the same attention and level of scrutiny as those that elicit feedback such as nps, from customers.
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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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Survey Identifies Top 9 Most Important Customer Service Improvement Issues

Survey Identifies Top 9 Most Important Customer Service Improvement Issues | Guest Service | Scoop.it
New survey results from more than 560 business leaders and human resources and training professionals identified the top nine most important customer service issues. By combining the ratings of issues rated as very important or extremely important, researchers at The Ken Blanchard Companies were better able to rank the issues presented. For example, 69 percent…
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The Analytical Leader: Understanding Customer Experience Requires Thick Data

The Analytical Leader: Understanding Customer Experience Requires Thick Data | Guest Service | Scoop.it
Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies to challenge the status quo and reveal game-changing opportunities to please our customers.
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Take an Inside-Out Approach to Improving Customer Service Scores

Take an Inside-Out Approach to Improving Customer Service Scores | Guest Service | Scoop.it
Many events can trigger a customer service audit, says Kathy Cuff, co-creator of The Ken Blanchard Companies new Legendary Service training program. “One of the times companies need to revie
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The Six Disruptors of Customer Experience

The Six Disruptors of Customer Experience | Guest Service | Scoop.it
Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences.
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Bad News for CEOs: You can’t compete your way to superior customer experience

Bad News for CEOs: You can’t compete your way to superior customer experience | Guest Service | Scoop.it
For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite.
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Customer Service: 3 Ways to Improve from a Learning and Development Point of View

Customer Service: 3 Ways to Improve from a Learning and Development Point of View | Guest Service | Scoop.it
Want to improve customer service? Three learning and development techniques can help. In a recent video interview about the release of The Ken Blanchard Companies new Legendary Service program, co-creator Dr. Vicki Halsey shares how vision, learning, and self-reflection can be used to improve service. An Inclusive Service Vision “You need a service vision as…
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4 Customer Expectation Management Strategies to Improve Customer Experience

4 Customer Expectation Management Strategies to Improve Customer Experience | Guest Service | Scoop.it

If you fail to meet the expectations you have created, then that brand promise can become a stick to beat yourself with. The power of social media means that such a stick can be quite devastating because individual customers can cause more damage to your brand than ever before.

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7 powerful habits of Companies that have built customer-centric cultures

7 powerful habits of Companies that have built customer-centric cultures | Guest Service | Scoop.it
Companies today want to delight customers at every interaction. However, little do they realize that great customer experiences start from the inside. Yes, the experience you provide your customers is only as good as the culture you build within the company.
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Stop Making It Hard For People To Buy: Six Barriers That Prevent Revenue Growth

Stop Making It Hard For People To Buy: Six Barriers That Prevent Revenue Growth | Guest Service | Scoop.it
Are you making it too difficult for prospects to buy from you? Even worse, are you negatively impacting future revenue growth?
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Improve Customer Experience by Introducing Friction

Improve Customer Experience by Introducing Friction | Guest Service | Scoop.it
It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres. Sometimes a little friction can be a good thing.
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Mastering the Art of Emotional Customer Experience

Mastering the Art of Emotional Customer Experience | Guest Service | Scoop.it
Marketers must interact with people where it counts by practicing the art of emotional customer service.

Via ESII Group
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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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