Guest Service

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.

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.

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?

Understanding the pain of your customer is the beginning of good design. Spending time observing, empathizing, and experiencing customer problems is foundational.

Led by Faith Popcorn – “The Nostradamus of Marketing” – Faith Popcorn's BrainReserve is the leading futurist trend marketing agency for over 40 years.

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.

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.

No matter what time of year it is, it always seems appropriate to talk about your past and future customer service accomplishments.

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…

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:

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.

The most powerful four Letter word in retail today is “HELP”, not “sell”

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.

Your guide to dealing with difficult customers. Here's how to turn the demanding and disagreeable clients into your best customers.

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.