Have you ever wondered, where did all the customers go?
Gosh, let's hope not! But stick with me here. Do you constantly scratch your head about lost customers, wondering where they went and why? Is acquiring new customers becoming a challenge?
Guest Service
3.1K views |
+0 today
 Your new post is loading...
Your new post is loading...
Scoop.it!
A new Google survey points to how most consumers value efficiency over personalization when contacting companies for support. 
Scoop.it!
There are those who say you cannot measure customer experience. What they are saying is “hire me to improve customer experience but don’t ask me how it will impact your business with any hard numbers.”
Scoop.it!
I am sure you are finding this all very interesting, but what has this got to do with McDonalds and the subject of Customer Experience?
James Schreier's insight:
What a wonderful story of customer service and well worth the introductory background material.
Scoop.it!
Dealing with irate customers is one of the most pressure-packed expriences you will ever encounter on any job.
James Schreier's insight:
Excellent article about one of the toughest guest (customer) service issues. One thing to stress is that frontline staff can be trained to practice these principles. http://farcliffs.com/training/customer-service/
Scoop.it!
The following ten tips will help ensure you offer the kind of excellent service that your customers truly deserve.
James Schreier's insight:
Basic but accurate and worth repeating!
Scoop.it!
Accumulate enough points as a Starwood Preferred Guest at one of its hotels and resorts and, in addition to earning a free room, Starwood offers its...
Scoop.it!
The 5 Best Ways To Deal With An Upset Customer
Scoop.it!
1to1 Media, Marketo, and Revana explain how gathering, analyzing, and acting on the full stream of data that’s shared by customers, can enable companies to craft successful integrated marketing strategies that engage and drive sales
Scoop.it!
How to get happy employees that deliver the best possible customer service..
James Schreier's insight:
So often it's about management...
Scoop.it!
Companies should expose their vulnerabilities and own up to their mistakes.
Scoop.it!
Think about the last time you dined at a restaurant. How did that experience make you feel?
Scoop.it!
In the future customers, not companies, will manage the relationship Sydney Morning Herald Customer relationship management, known as CRM systems have been at the heart of sales and customer service for two decades but they are struggling to fulfil...
James Schreier's insight:
Hasn't there always been some truth to this question?
|
Scoop.it!
Consumer data stands as an essential building block for creating a solid customer experience. With the constant influx of insight, companies now have the ability to tap into behavioral data, thereby using this information to boost relevance and segmentation. However, to succeed in this space, brands must implement strong analytics systems that allow the entire organization to take advantage of this insight and improve enterprisewide performance.
Scoop.it!
Customers, whether they are business-to-consumer or business-to-business, can have a range of perceptions about the tangible and intangible elements of their customer journey, and the individual, component elements of experience, or, indeed, a single transaction. Underlying their positive, neutral, or negative perceptions, and the potential downstream actions they influence, are feelings and, even deeper, emotions.
Scoop.it!
Can you step up to the mark and become a customer service hero?
James Schreier's insight:
Good example -- great to the point.
Scoop.it!
In this five-minute video montage, watch how attendees at the 2014 Vermont Travel Industry Conference learned about guest service in a very surprising way. Redpoint co-owner Christina Miranda...
James Schreier's insight:
Brilliant -- and something I'll be using in any future Guest Service training programs. And I need to state clearly that this is something that I know from experience and workshops that Disney is great at doing.
Scoop.it!
The low-cost carrier draws three times more complaints to federal transportation officials than any other airline
James Schreier's insight:
Fascinating...
Scoop.it!
The LAAF model is an effective, easy-to-follow, step-by-step approach to dealing with customer complaints
James Schreier's insight:
Basic -- well known -- but not provided by training to enough front-line (and management) people!
Scoop.it!
Employee empowerment is defined as allowing employees to make fast decisions -- on the spot -- in favor of the customer.
James Schreier's insight:
Right on target -- employees must be empowered to serve customers and make decisions.
Scoop.it!
Social Customer Service Isn't Going Anywhere Business 2 Community There has been quite a bit of talk lately that social customer service isn't going anywhere, and that some brands are beginning to phase out or give up on social monitoring and...
James Schreier's insight:
An issue to be monitored -- closely.
Scoop.it!
1to1 Media and TeleTech examine five ways to make the omnichannel customer support experience sizzle, along with the key business and operational benefits to using a cloud contact center platform.
James Schreier's insight:
Nice complimentary report to download.
|
