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Why Considering All Customer Feedback Is Key

Why Considering All Customer Feedback Is Key | Guest Service | Scoop.it
Did you know that 95% of customer feedback in the world is ignored by brands? Considering that Forrester calls this the “Age of the Customer,” that statistic should shock you and make you think. It should also make you act.
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Guest 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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Three Things to Do to Make Employees Feel Valued

Three Things to Do to Make Employees Feel Valued | Guest Service | Scoop.it
Imagine being part of an organization where you don’t feel valued. How would you feel when you show up to work, and more important, would you even want to show up for work? Spending time in these organizations can cause employees to hate their employers.
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Customer Service Rage: Myth or Reality?

Customer Service Rage: Myth or Reality? | Guest Service | Scoop.it
Have you ever heard of customer service rage? This is what a New York Times article had to say about it—”..you fume. Your face turns red. You shout things into the phone that would appall your mother.” To be accurate, they called it “tech support rage”.
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Are Your Customers Engaged? How to Tell and What to Do About It

Are Your Customers Engaged? How to Tell and What to Do About It | Guest Service | Scoop.it
The bottom line is that you have to keep your customers constantly engaged or they’ll go elsewhere. At any given moment, they’re deciding whether to purchase more of your products, if the experiences you create for them are worth their time, or if they should drop you like a sack of potatoes.
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How Much do you CARE About Your Customers?

How Much do you CARE About Your Customers? | Guest Service | Scoop.it

Think about this past week. Did you go to a business where you received below average customer service? Did it make you feel unwanted? Did you feel like leaving right then? If you answered “yes” to these questions, you’re not alone. Thousands if not millions of…

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No. Robots Will Not Replace Humans.

No. Robots Will Not Replace Humans. | Guest Service | Scoop.it
Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits:
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9 Ways to Spring Clean Your Customer Support Team

9 Ways to Spring Clean Your Customer Support Team | Guest Service | Scoop.it
It's a spring time! And what is more spring than proper cleaning? To get you started on how you can tackle spring cleaning for your customer support team this year, we've compiled nine ways to dive in.
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You Can’t Create a Culture of Service without Manager Support

You Can’t Create a Culture of Service without Manager Support | Guest Service | Scoop.it
“Don’t forget managers are key to creating a culture of service,” says Vicki Halsey, coauthor with Ken Blanchard and Kathy Cuff of the book Legendary Service: The Key is to Care. “Managers are directly responsible for translating a customer service vision into the goals and tasks frontline service providers need to focus on and be…
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When Solving Problems, Think About What You Could Do, Not What You Should Do

When Solving Problems, Think About What You Could Do, Not What You Should Do | Guest Service | Scoop.it
As maître d’ Giuseppe Palmieri took the order, he noticed a slightly desperate look on the boys’ faces. Palmieri turned to the younger boy and asked, “What would you like to have?” He answered: “Pizza!”
James Schreier's insight:

A great customer service story at the beginning of this article

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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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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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6 Big Trends Driving the Future of CX Technology

6 Big Trends Driving the Future of CX Technology | Guest Service | Scoop.it
What are some of the big strategic bets the major players are making in the CX space? There was quite a bit of agreement, but also some noticeable divergence on the vision for the future. That spanned from data collection and ingestion, all the way to how to help clients take action. Here are the six key discussion points from our conversation.
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3 Ways Bad Customer Reviews Can Crush Your Local SEO and Sales

3 Ways Bad Customer Reviews Can Crush Your Local SEO and Sales | Guest Service | Scoop.it
There it is again. Another notification from Yelp that someone’s left you a review. At this point, you dread even swiping right to read it. Maybe you’ve been getting some negative feedback about…
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Why Employee Happiness = Customer Happiness

Why Employee Happiness = Customer Happiness | Guest Service | Scoop.it
To create a top-notch customer experience, companies should put their employee’s happiness first.
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Thinking and acting in the interests of the customer. Have you enabled your people to do it?

Thinking and acting in the interests of the customer. Have you enabled your people to do it? | Guest Service | Scoop.it
The EMOTIONAL component of all experiences is, in my opinion, the most important component of them all. The way an experience makes a customer FEEL is what they are most likely to remember about their interaction with an organisation.
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Kathy Cuff and Vicki Halsey on Legendary Service: The Key Is to Care

Kathy Cuff and Vicki Halsey on Legendary Service: The Key Is to Care | Guest Service | Scoop.it
What are your beliefs about customer service—and how are they driving the customer experience in your company?  That’s one of the key questions Kathy Cuff and Vicki Halsey, coauthors with Ken Blanchard, explore in their book Legendary Service: The Key Is to Care. Cuff and Halsey share a four-part CARE model to help readers and…
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Want a Customer-Focused Company? Take Care of These 3 People

Want a Customer-Focused Company? Take Care of These 3 People | Guest Service | Scoop.it
There are three groups of people you need to take care of if you are going to create a customer-focused organization—but most companies only focus on one. That’s a big mistake, say Kathy Cuff and Vicki Halsey, co-creators of The Ken Blanchard Companies’ new Legendary Service training program. “Every organization knows they need to focus…
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Start Here to Take Your Customer Experience from Ordinary to Legendary

Start Here to Take Your Customer Experience from Ordinary to Legendary | Guest Service | Scoop.it
  An increasingly complex business environment requires an engaging and easy-to-understand service vision says Vicki Halsey, co-author of Legendary Service: The Key Is to Care. In a short, one-minute video featuring key concepts from The Ken Blanchard Companies new Legendary Service training program, Halsey shares a great story about how one major league baseball stadium…
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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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