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Scoop.it!
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tbo
Just about all CEOs I interview tell me there’s nothing more important to them than customer service. Why, then, do so many companies turn around and treat their customers like the enemy? 
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Scoop.it!
Lipp spent a lot of time talking about his own experiences with poor customer service.
James Schreier's insight:
Some good stories -- just too bad he won't experience the true magic of Disney's level of service.
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Some service failures are frustratingly obvious.
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It doesn't hurt to be able to perceive those things that are not seen or immediately apparent. That intuition is something that will allow you to delight your customers. What does that mean?
James Schreier's insight:
Intuition is a powerful element in understanding how information moves through what futurist Joel Barker describes as the "Possibility Cone." Understanding intuition is important to anyone wanting to be a good strategic thinker.
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This article reveals a secret that's central to providing superior customer service.
James Schreier's insight:
Outstanding article -- immediately becomes a reference in my customer service training programs.
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Every single company’s success is dependent on lots of little things going well. If each individual thinks of how he or she is responsible JUST to the department (or organization or division), the customer will suffer. Don’t let your people speak in those terms. If you look around and realize your employees are really just employees of their departments, it’s time for a change in the organizational perspective on customer experience.
Scoop.it!
During the past decade, customers have displayed overwhelmingly positive attitudes toward environmentally-friendly offerings. However, their actual behavior does not mirror these attitudes. Do you think it would be possible to change customer behavior to make them greener
James Schreier's insight:
It's a classic for me but I've always been very interested in how Disney influences the behavior of guests. Everything from introducing new products or the tools they use (i.e., from tickets, to passes, to wrist bands), to making guests comfortable with waiting in lines, to how they manage to keep their properties so clean. Disney is a case study in influencing guest behavior. Yes, I'll admit to being biased -- maybe it's that "Mousters Degree" in Disney Management that I possess.
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Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms for customers to fill in, whilst new-fangled QR codes attempt to entice consumers to use modern technology to tell companies what they think.
James Schreier's insight:
I believe that any (every) company concerned about customer service should hold some workshops to discuss this article -- and the implications for their company.
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Are your customers prepared to pay for better customer service? Or, do they just want the ‘best deal’ regardless? A challenge for many businesses is maintaining that balance between price and service, and working out what the best thing to offer is.
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You Can't Eat Buzz: How To Create Profitable, Loyal Customers
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Remember that agonizing phone call Ryan Block recorded last week, where a Comcast customer rep spent 20+ minutes trying to will Block into not canceling his account? Even a Comcast executive thought the call was "painful;" but also that the rep was doing just what they'd asked him to do.
James Schreier's insight:
Speaks for itself very well: time to change the training program, change the incentives. I know that I will remain forever "not surprised" by the failure of organizations to truly understand quality service.
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In the July 8th issue of The Wall Street Journal, was an article, “Walmart Scrambles to Reinvent Itself as Sales Slump.” Why the hurry? Even with nearly half a trillion dollars in revenue, the company reported its fifth straight quarter of negative sales in the US with dwindling traffic heading into the next. Is improving customer service part of Walmart’s new initiatives?
James Schreier's insight:
Very good examples, very good points and recommendations.
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Where does your customer experience stand? It’s a broad question that any business owner, large or small, must answer if they want to truly differentiate and engage with customers.
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Business 2 Community
James Schreier's insight:
There is very strong evidence of the relationship between a service mentality and organizational culture -- it can be measured. And if it can be measured it can be managed.
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Seven principles of customer service that business leaders often get wrong, from Apple, Ritz-Carlton and others.
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Customer engagement is a relatively new term in the Customer Experience world, but unlike survey metrics like NPS (Net Promoter Score), ACSI (American Customer Satisfaction Index), andthe latest trend, CES (Customer Effort Score), customer engagement doesn't have a common and consistent definition.
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A hotel in Hudson, New York, the Union Street Guest House, will reportedly fine brides $500 for every negative review posted by any of her guests after the event. The amount is deducted from their deposit with the chance to be refunded if the review is taken down. According to the article I read onBusinessInsider.com and elsewhere the policy is openly stated on their website.
James Schreier's insight:
I love stories like this for multiple reasons -- for guest service of course but also in this case because represents two other issues of reputation management and a clearly emerging trend.
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More and more, the service industry begins to realize that in order to offer the best customer service, company-wide customer care training is important.
James Schreier's insight:
This is and always will be a key part of any customer service training program that I offer....
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I apologize if this reads a bit too much like an ad for Vitamix, but really it’s just another example of a company that demonstrates how to pair awesome customer service with an awesome product in order to deliver an awesome customer experience.
James Schreier's insight:
No need to apologize. Detailed stories of amazing service are very important and need to be shared.
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Chris Wagoner, a Hudson, N.Y., hotel owner who threatened guests with $500 fees for posting bad Yelp reviews, provides a cautionary tale
James Schreier's insight:
Leading and managing guest service just keeps getting more and more complicated for organizations, their leadership, and the frontline. Requires clear strategic thinking, discussion, and thorough training.
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From a productivity standpoint, the benefits of technology infusion are clear — but what happens when a firm’s use of technology collides with its customer service strategy?
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Businesses are - knowingly or unknowingly - sabotaging their customer relationships. Customers don't want to put up with it anymore - and they make sure their friends hear about it.
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Forbes
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And why it's "reprehensible," for both employees and customers.
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Hardly a day goes by without another flood of motherhood and apple pie articles extolling the importance of ‘putting customers first’, about how the ‘customer is king’ and other such ridiculous simplifications. Adopting a so-called ‘customer-focus’ has become a mindless mantra for the new breed of copycat managers and the hordes of self-serving consultants peddling their latest customer-focus snake-oil.
James Schreier's insight:
with decades of customer (guest) service experience developing and conducting training, I've seen how the issues of "bad customers" can be the most important training for the frontline.
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An outstanding story with outstanding examples!