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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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How Better Service Can Reverse the Trend of Declining Customer Satisfaction

How Better Service Can Reverse the Trend of Declining Customer Satisfaction | Guest Service | Scoop.it
Still, keeping high and steady customer satisfaction rates is now more difficult than ever.
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The real key to retail growth is last mile delivery

The real key to retail growth is last mile delivery | Guest Service | Scoop.it
Those consumers place a high priority on being able to order through an app and then getting timely delivery, so much so that 40 percent of online shoppers are willing to pay extra for same-day delivery, and 25 percent would pay more to get packages within a one- or two-hour window of their choosing.
James Schreier's insight:

This article has a lot of key points about "last mile delivery," but this paragraph shows how the expectation is continuing to rise!

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I'm Amtrak-ted to You: A Valentine’s Day Social Analytics Case Study

I'm Amtrak-ted to You: A Valentine’s Day Social Analytics Case Study | Guest Service | Scoop.it
Valentine's Day can be hit or miss on social. How do brands capture some love? Let's see how Amtrak approached the holiday, and what we can learn from their Valentine's campaign.
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How Building a Customer-Focused Culture Drives Business Growth

How Building a Customer-Focused Culture Drives Business Growth | Guest Service | Scoop.it
Enhancing and improving the customer experience continues to be a top priority for companies both big and small. In fact, 86% of buyers today say they are willing to pay more for a great customer experience. Sure, a lot of us may offer a great product or service, but customers today want to feel desired, special and appreciated first and foremost. In essence, they want your company to have a customer-focused culture.
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How to Retain B2B Customers: Assess & Improve the Customer Lifecycle

How to Retain B2B Customers: Assess & Improve the Customer Lifecycle | Guest Service | Scoop.it
B2B customer lifecycle evaluation is about identifying weaknesses so you can eradicate them and improve customer retention. The potential rewards are significant, so here's your action plan.
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Five AI-Driven Customer Experience Solutions: A survey of the market

Five AI-Driven Customer Experience Solutions: A survey of the market | Guest Service | Scoop.it
My question was: Who cares about promises; I am exhausted by all this thought leadership; I want specific examples; what are AI-driven solutions capable of achieving for customer experience, right now?
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“ Customer service is just a day-in - day-out - ongoing - never-ending - unremitting - persevering - compassionate type of activity. ”

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

A great quote from Leon Gorman, founder of  L.L. Bean.

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If Your Customers Are Only 99 Percent Satisfied, You Need to Do Better

Customers aren't going to come back or refer your business if they aren't 100 percent satisfied.
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17 Customer Service Quotes to Inspire Your Team

17 Customer Service Quotes to Inspire Your Team | Guest Service | Scoop.it
Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative experience.
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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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Build an Emotional Bond with your Customers using Experiential Marketing 

Build an Emotional Bond with your Customers using Experiential Marketing  | Guest Service | Scoop.it
For brands then, creating emotional buy-in from their target customers means securing a reliable income for future years. Of course, this is easier said than done. So how can brands engage customers and build the emotional connection needed to ensure success?

Enter experiential marketing.
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The Future of Experiences in Asia

The Future of Experiences in Asia | Guest Service | Scoop.it
Understand new global and regional consumer trends and uncover innovation opportunities
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The Real Secret Behind Growing Brand Trust With Customers

This article discusses the best strategies and approaches to build meaningful trust with your customers that will lead to higher sales and greater loyalty.
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Be a Leader Regardless of Title: Service is a Choice

Be a Leader Regardless of Title: Service is a Choice | Guest Service | Scoop.it
Every person can lead. Our starting point being self-leadership: taking responsibility for our decisions, standing by our principles and beliefs, holding strong to our values such as honesty and integrity, and challenging ourselves to be our best.
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Want digital transformation success in 2019? Leave these myths behind. 

Want digital transformation success in 2019? Leave these myths behind.  | Guest Service | Scoop.it
let’s explore three common myths associated with digital transformation that ultimately lead to their demise – and how to debunk them.
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3 Smart Solutions to Common Customer Service Challenges

You have a great customer service team that’s committed to providing your customers with top-notch support in every interaction. Your……
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A Look Inside Lego: How They Utilize Storytelling, The Power Of Play, And How They Are Redesigning Their Leadership Model

A Look Inside Lego: How They Utilize Storytelling, The Power Of Play, And How They Are Redesigning Their Leadership Model | Guest Service | Scoop.it
Loren’s focus is on building the right culture, leadership and talent platform so that LEGO can reach more children around the world and ‘inspire and develop the builders of tomorrow’.
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5 Ways to Quickly Meet Customer Experience Expectations 

5 Ways to Quickly Meet Customer Experience Expectations  | Guest Service | Scoop.it
It was an insightful observation that suggested if companies do their jobs right, get into the minds of customers, understand their intent, anticipate their needs and deliver outstanding experiences, we may no longer need huge contact centers to field communications from confused and disgruntled people.
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Building Better Customer Service Skills

Building Better Customer Service Skills | Guest Service | Scoop.it
Customer service is of the utmost importance to a business. If a business lacks a thorough and understand customer service team, customers will be unhappy and go elsewhere. Every organization should ensure that its customer service team can meet the demands of its clients.
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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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