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The labor shortage is real, and its ramifications on operating costs and direct sales are immediate. Without adequate labor, restaurants will be unable to sustain increased diner demand—and they’ll lose significant sales in the process. 
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Operators face delicate balance amid staffing challenges and increased customer demands
James Schreier's insight:
The challenges of staffing are real. The behavior of some customers is inexcusable!
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“Thinking is to humans as swimming is to cats; they can do it but they’d prefer not to.” –Daniel Kahneman, psychologist & Nobel Prize winner
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Everybody has angry customers. Some customers are angry because they have a complaint. Some are just having a bad day. Whatever the reason, you must know how to handle angry customers.
James Schreier's insight:
For a variety of reasons, I really enjoyed presenting workshops on "Dealing with Difficult Customers." One of the many reasons was that so many frontline staff just didn't know (never had any training) what alternatives there were -- what techniques worked. I think it's become even harder today -- there certainly seem to be more incidents -- but that just means there's even more need for training!
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But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong;
James Schreier's insight:
An interesting perspective on a critical topic.
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At CN, safety is of the utmost importance, and it underscores every activity that we undertake.
James Schreier's insight:
Certainly interesting to me -- a customer service philosophy from a railroad!
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While not immune to the suffering in 2020, Nordstrom has only closed 16 locations and continues to sustain the remaining 100. One of the brands most associated with excellence in customer experience is sure to survive these troubling times.
James Schreier's insight:
Nordstrom has always been a source for great customer service stories including some that I directly had with the organization.
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Many marketers consider brand personality and brand identity as the same thing. But in reality, the two are different from each other. And each of these is equally important for the success of your business.
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While providing high-quality in-person service is still a top priority, it is no longer enough. Nowadays, brands need a solid strategy for addressing the entire customer experience (CX). Concern for every touchpoint between customers and your product is the new key to business success.
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One of the trends we see is a remarkable amount of innovation, and this innovation bridges what we have been living through and the next normal on the other side of the pandemic. Underpinning that innovation are, of course, fairly fundamental shifts in consumer behavior that will not be easily reversed, starting with the digitization of everything.
James Schreier's insight:
So many impacts from this observation on guest service.
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Great products sell, but only when sold properly. Eight in 10 consumers will switch merchants because of poor customer service, and this applies even to Apple products. So Target isn’t taking any chances at its shiny new Apple kiosks.
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Plenty. Up to 70% of the United States’ gross domestic product is tied to consumers. With widespread vaccination programs opening up more opportunities to leave the house and with money in-hand, consumers will be looking to spend money they have saved and government-provided stimulus. Retail, entertainment, travel–these are just a few industries stopped or slowed by the pandemic likely to experience a renaissance. Consumer activity will stimulate other business activity, as well. This sudden demand in products and services won’t come without buyers facing issues, which means customer service must be ready.
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It is often said that customer service must be the responsibility of every employee. From a short line railroad perspective, customer service must be reimagined, encouraged throughout, and delivered responsibly with every transaction. Our franchise depends on it!
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From
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Operators face delicate balance amid staffing challenges and increased customer demands
James Schreier's insight:
The challenges of staffing are real. The actions of some customers are inexcusable! One real challenge for managers in these situation is the need for them to be more present -- more actively involved -- during "active" customer contact times! It's tough but a real opportunity!
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As a customer, I am still too often frustrated by my experiences with companies. While I hope to get quick and clear answers, I am redirected between
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Currently, almost every business owner gives almost double efforts to upsurge their brand cognizance and shape their...
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The weekend of May 7-9 marked perhaps the “beginning of the end” of the COVID-induced downturn for the airline industry. It was the busiest weekend at U.S.airports since the onset of the pandemic, with about 4.8 million people passing through domestic TSA checkpoints, compared to about 550,000 people...
James Schreier's insight:
It is interesting that exactly at the moment I saw this article, I was thinking about the challenges of customer service as we recover from the pandemic. Challenges of hiring, training -- and customer expectations impacted by "everything!" Tough times!
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Coming across an infographic with these 7 habits recently, it struck me that they were so fundamental of successful human behaviour that they were perfectly applicable to people responsible for customer experience as well. And so I decided to write this blog, applying Covey’s ‘rules’ to CX leaders:
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After 1918, telephone companies were never the same because their entire trajectory of innovation changed, as did the expectations of their customers.
James Schreier's insight:
Very interesting perspective!!
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Customer service is the act of supporting customers. Learn key customer service skills, types, and requirements for increasing customer satisfaction.
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The reality is, culture starts at the top and frontline employees are only reflecting the culture of the organization and the behaviors of the leadership ranks. And until founders figure out how to clone themselves, once the headcount goes beyond 300 employees, the charismatic founder effect loses its engagement power unless it is supported by an actual culture system.
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Outstanding customer experience (CX) is like a secret sauce, and everyone wants the recipe. If you add the right ingredients at each stage of the customer’s journey with your organization, you can create unprecedented customer loyalty and product revenues. Once you have perfected your CX sauce, you can bottle and sell it to grow your organization and market position.
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Acquisition vs. retention
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This exponential growth of NLP has also led to the rise of new trends and innovations in the industry. Let’s discuss some NLP trends to watch out for in 2021.
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What has been asked less directly, or in less public terms at least, is what this new remote working world means for customer experience. In other words, answers to the question, “What does this mean for our customers?”
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